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Customer Journey Manager

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Who are we?

We’re the UK’s largest water provider, with over 15 million customers to serve every day. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes. Our main role is to ensure customers can turn on the tap and get world class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment. We’re always keen to have employees that can always help us deliver excellent service.

About the role:

We are on the look-out for a Customer Journey Manager to join our newly formed Financial Customer Care (FCC) department in Swindon, Wiltshire on a 12-month contract, or longer!

This role is pivotal in shaping how we deliver customer experiences that are relevant and engaging for our audiences. This is an opportunity for you to get involved in creating an exceptional customer experience and identifying opportunities to improve the customer journey to better serve our customers. You will use data, and analytics to understand how customers are served and make recommendations on how to improve the overall customer experience.

What you’ll be doing:

Designing and mapping customer journeys for the Financial Customer Care (FCC) department
Reviewing current performance of customer journeys and highlighting opportunities for improvement, using insight and data relating to people’s needs, motivations and behaviours
Evaluating and optimising of our FCC roadmap, ensuing we are continually improving our ability to better serve our customers
Steering customer journey improvement programmes to deliver improved customer experiences and in-turn, NPS
Designing and embedding new agile practices to improve customer and commercial outcomes
Working with internal stakeholders to ensure the customer journey flows seamlessly from Customer Service departments into Financial Customer Care
You’ll have some experience in:

Working in a similar role within a Credit and/or Collections function
Creating complete customer journeys
Influencing senior stakeholders
Good project management and analytical skills
Desirable qualifications

Customer Experience accreditation (e.g. ACXS, CCXP or similar)
Continuous Improvement accreditation (e.g. Lean, Six Sigma)
Here’s why you should join us!

Thames Water is a unique, rewarding and diverse place to work. If you join us, you’ll enjoy our flexible working arrangements and be supported with progression and development opportunities. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming and encouraging applications from everyone, particularly groups currently underrepresented in our workforce. We are also leading the way with our award-winning mental health and well-being strategy.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, money saving schemes and vouchers, loyalty awards for continuous service and much more!

We proudly support a lot of local events and charities so we will give you two days paid volunteer leave a year and we also have a referral scheme, where you can receive £750 for helping someone get a permanent role with us.

Click here to find out more about working at Thames Water

You can also find and follow us on LinkedIn, Twitter; Facebook and Instagram

Company Description

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