Customer-Centric Delivery & Governance Lead

Allscreens Nationwide Ltd; Swindon; Hybrid; GBP 58,000 - 70,000; Full time

Benefits offered by this job

Pension (AON)

Health benefits

Cycle to Work

Life insurance

Job summary

Thames Water is seeking a Delivery & Governance Lead to drive end-to-end initiatives within its Complaints function. You will work with agile product teams to design and implement customer-centric solutions that improve experience and performance, reporting regularly to stakeholders.

The role requires strong stakeholder influence, analytical skills, and proven process-improvement experience in a customer service setting. Hybrid work and a competitive package are offered.

Qualifications

• Proven ability to manage stakeholders at all levels.
• Strong analytical capability to elicit requirements and define solutions.
• Background in Customer Service with a track record of improving processes and customer satisfaction.
• Experience in continuous improvement and working with cross-functional teams.
• Excellent planning and prioritisation skills in fast-paced environments.

Responsibilities

• Lead end-to-end delivery of initiatives with a customer-centred approach.
• Produce regular governance reporting and stakeholder presentations.
• Manage risks and issues, maintain RAID register, escalate as needed.
• Collaborate with SMEs to track benefits and resolve blockers.
• Build business cases and drive continuous improvement.
• Influence stakeholders at all levels to secure buy-in and success.
• Prioritise workload based on business value and user feedback.

Skills

Stakeholder management

Analytical skills

Customer service

Process improvement

Cross-functional collaboration

Planning and prioritization

Job description

Thames Water is seeking a Delivery & Governance Lead to drive end-to-end initiatives within its Complaints function. You will work with agile product teams to design and implement customer-centric solutions that improve experience and performance, reporting regularly to stakeholders.

The role requires strong stakeholder influence, analytical skills, and proven process-improvement experience in a customer service setting. Hybrid work and a competitive package are offered.