Senior Customer Experience Manager/service Design

**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.
**What you’ll be doing**
As **Senior Customer Experience Manager / Service Design Lead,**you’ll play a critical role in the Transformation Design & Delivery team, where we’re driving a step change in our customer experience, re-architecting it to be digital-first anddelightful.
You’ll lead the reimagining of the design of our services from the ground up, from the customer journeys we offer, to the processes that underpin them. This is key to improving brand perception of Thames Water while reducing cost to serve and complaints.
You’ll be accountable for the end-to-end customer experience of one of Thames Water’s strategic focus areas, across all channels, led by the customer’s intent - e.g. “I want a bill I’m happy to pay”.
You’ll define successful customer and business outcomes, and lead the design and delivery of all aspects of the journey to produce them. You’ll use the insights and view of impact/benefits you establish to prioritise and direct delivery across multiple transformation,digital, and product teams.
You’ll set KPIs and service standards, review policies, and unpick processes to identify improvement opportunities, big and small, and ensure the right governance is in place to realise these.
You’ll form and lead cross-functional virtual teams, working in partnership with operational business areas, who manage the day-to-day running of our services, as well as technology Product Owners and digital and systems experts, to identify problems and formulatethe best solutions. Your strong stakeholder management skills will be key in driving alignment, integration, and consistency and deliver high-quality and impactful outcomes.
**What you should bring to the role**:

- Experience of service design, or customer journey design, and/or process design and development
- Experience in embedding change in large organisations
- Strong analytical skills to be able to performance manage, monitor data, trends and draw conclusions
- Good understanding of customer insight approaches and methods
- Excellent stakeholder, communication, collaboration, and leadership skills
- Strong customer advocate with the ability to use passion and insights to influence
- Ability to prioritise and drive action quickly across a matrix organisation
- Innovative thinker and ability to challenge the status quo

**What’s in it for you?**
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 workingfrom home, office and our sites.
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.
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 a wider benefits scheme including our benefits hub, which is packedfull of offers and information to save you money and support your wellbeing.
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 in a rota to provideCustomer Incident Support, as requested by the Company from time to time. This may be by supporting our customers on the frontline as an Ambassador or being part of the team managing the incident as a Control Tower Lead. This is incredibly rewarding, and you’llbe given full training - it’s also a great opportunity to learn more about our business and meet colleagues.