Customer Communications Product Owner | Hybrid | Transform CX

Catering; Reading; Hybrid; GBP 52,000 - 57,000; Full time

Benefits offered by this job

Hybrid work location

Pension scheme

26 days annual leave (30 with service)

Performance-related pay

Wellbeing benefits

Job summary

Thames Water is seeking an experienced Communication Product Owner to lead the evolution of our customer communications, delivering simpler, smarter and more personalised experiences across journeys. The role sits at the heart of our customer transformation, shaping vital customer communications that support millions of interactions every year.

You will own the roadmap for communications products, collaborate with Agile teams and business stakeholders, and drive adoption of new technologies

Qualifications

• Product Owner or similar with experience in customer journeys.
• Experience in Agile delivery teams and backlog prioritisation.
• Service design expertise and journey mapping.
• Experience driving digital transformation and new customer technologies.
• Strong analytical and problem-solving skills with data insight.
• Excellent stakeholder management and senior leadership engagement.
• Experience leading teams and high performance.
• Commercial awareness balancing customer, operational and regulatory needs.

Responsibilities

• Define and deliver the vision and roadmap for customer communication and contact channel products.
• Own and continuously improve key customer journeys across digital and assisted service channels.
• Use customer insight, service design and performance data to identify opportunities and drive improvements.
• Translate customer, business and operational needs into prioritised product backlogs and actionable requirements.
• Lead the introduction of new communication technologies and ensuring successful adoption across the business.
• Monitoring performance through dashboards, KPIs and customer feedback to drive continuous improvement.
• Collaborating with Product, Design, Operations, Communications and Technology teams to deliver outstanding experiences.
• Managing supplier relationships and ensuring technology roadmaps align with business objectives.
• Championing customer-first thinking and influencing stakeholders at all levels of the organisation.
• Leading and developing subject matter experts, fostering a culture of collaboration, accountability and innovation.

Skills

Product Owner

Customer Experience

Service Design

Agile delivery

Backlog management

Stakeholder management

Team leadership

Data-driven decision making

Job description

Thames Water is seeking an experienced Communication Product Owner to lead the evolution of our customer communications, delivering simpler, smarter and more personalised experiences across journeys. The role sits at the heart of our customer transformation, shaping vital customer communications that support millions of interactions every year.

You will own the roadmap for communications products, collaborate with Agile teams and business stakeholders, and drive adoption of new technologies