Customer Experience Design Lead

**Job Description**:
**Who are we?**
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open - and this matters even more through a pandemic.

**What you will be doing**:
We are looking for a
**Customer Experience Design Lead **to join our Transformation Design & Delivery function, where the customer transformation is brought to life from reimagining and designing the customer journeys through to the creative aspects from design and communications to ensure we offer a best-in-class customer experience through our digital channels. This role is responsible for all customer-facing web content, usability experience and interface (UX/UI) design, including the associated systems and tooling.
As
**Customer Experience Design Lead** you will provide the leadership, vision, and strategy for Content and Design. You’ll also be the point of sign-off for all digital content, and you’ll be the design authority for the website, ensuring that the look, feel and content of the website is in line with our brand and strategic ambitions.
The Customer Experience Design Lead will work in conjunction with other roles such as journey design, customer communications, and product owners to design, create and maintain excellent digital experiences that drive Thames Water’s strategic ambitions of brilliant customer engagement, customer experience, and channel shift.
You’ll be accountable for stakeholder engagement across all areas of Thames Water to help deliver customer and business outcomes through website design and marketing/comms channels. You’ll lead a team of up to 10 digital experts, including Content Managers, and Product Designers (UX/UI). You’ll create the processes and governance to allow your team to deliver brilliantly.
You’ll also own, develop, and deliver the content plan, working with the business to execute website content for campaigns and deliver continuous content optimisation. You’ll mentor and develop your team to have excellent content management, design, and digital skills. With your guidance, they’ll become experts in content creation, editing, page building, CMS maintenance, technical content management, accessibility, search engine optimisation (SEO), and analytics. They’ll also develop brilliant stakeholder management skills and will champion user needs when capturing, understanding, and delivering requirements from across the business.

**We’re looking for you to**:

- Strategic thinker who can see the big picture and ask the astute questions to drive business outcomes- Excellent leadership skills -demonstrating an ability to collaborate with and motivate the product development team- Exceptional listening, communication, and interpersonal skills to support teams in working towards a high functioning delivery culture- Experience of working in a matrix organization with complex stakeholder management- Expert understanding of Search Engine Optimisation (from a content and technical standpoint), Content Management Systems (including Digital Asset Management), Agile process and experience of leading cross-functional teams to deliver iteratively- Excellent understanding of website accessibility standards, working with content publishing systems as well as product teams- Self-starter with a curious mindset and ability to get things done at pace- Strong understanding of maintaining and developing a digital brand identity and tone of voice through content and design**What’s in it for you?**
Our competitive salary and package include a bonus, car allowance, private healthcare, an excellent contributory pension and 26 days holiday per year increasing to 30 with length of service.
We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles, we’re moving to a hybrid approach with various options across working from home, office, and our sites. We’ll cover this during the assessment process.
Thames Water is a dynamic, rewarding, and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements, and really great benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion, and Disability Confident Leader and we’re a Times Top 50 Employer for Women.
Find out more about working at Thames Water.
We deliver life's essential service so our customers, communities, and the environment can thrive. This means, that when a crisis happens, we all rally around to support our customers. As part of your role, you’ll be required to participate i