Customer Experience & Outcomes Lead

Thames Water Utilities Limited; Reading; On-site; GBP 70,000 - 80,000; Full time

Benefits offered by this job

26 days holiday

Pension scheme

Health & wellbeing benefits

Job summary

Thames Water Utilities Limited is seeking a Product professional to lead Project Axis, aligning customer needs with business priorities and delivering clear outcomes. You will work with Product Owners, Journey Owners and SMEs to shape requirements and drive delivery with a customer‑focused lens.

You will champion the customer voice, balance value with feasibility, and ensure the change is practical, scalable and aligned with Thames Water’s transformation goals.

Qualifications

• Experience shaping product vision and customer journeys.
• Ability to prioritise changes based on customer value.
• Evidence of cross-functional collaboration across teams.
• Experience in transformation programs and large scale change.

Responsibilities

• Own the product vision and customer strategy for Project Axis.
• Shape customer journeys and requirements for delivery.
• Champion customer and business voice in decisions.
• Lead prioritisation and decision‑making balancing value and delivery.
• Align Product Owners, Journey Owners, SMEs and transformation teams.
• Maintain delivery focus on real‑world impact and improved D-MeX.
• Turn needs into clear, practical requirements for change.
• Collaborate across teams to align requirements and outcomes.
• Provide inputs for service and product design using BA expertise.
• Identify opportunities to improve customer experience and operations.

Skills

Product ownership

Stakeholder management

Business analysis

Customer experience

Job description

Thames Water Utilities Limited is seeking a Product professional to lead Project Axis, aligning customer needs with business priorities and delivering clear outcomes. You will work with Product Owners, Journey Owners and SMEs to shape requirements and drive delivery with a customer‑focused lens.

You will champion the customer voice, balance value with feasibility, and ensure the change is practical, scalable and aligned with Thames Water’s transformation goals.