Customer Outcome 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

Working across Product Owners, Journey Owners and SMEs on Developer Services Transformation Project Axis, the role brings customer and business needs into key design and delivery decisions, ensuring requirements are clear, practical and ready to move forward. Ultimately, it helps improve D-MeX, customer experience and operational effectiveness, supporting Thames Water's ambition for a more resilient, customer-focused service.

• Own the product vision and customer strategy, ensuring Project Axis stays focused on customer needs, business priorities and clear outcomes.
• Shape customer journeys and requirements, making sure they are clear, practical and ready to move into delivery.
• Champion the customer and business voice, influencing key decisions so solutions work for customers and the wider operation.
• Lead prioritisation and decision‑making, balancing customer value, D-MeX, operational performance and what can realistically be delivered.
• Bring teams together around a shared vision, creating strong alignment across Product Owners, Journey Owners, SMEs and transformation teams.
• Keep delivery focused on real‑world impact, driving better customer journeys, improved D-MeX and more effective, sustainable ways of working.
• Shape the product vision and customer journey, turning customer and business needs into clear, practical requirements that support successful change.
• Be a strong voice for customers and the business, ensuring their needs are considered throughout design, prioritisation and delivery decisions.
• Work collaboratively across a range of teams, including Product Owners, Journey Owners, subject matter experts and delivery teams, to align requirements and outcomes.
• Turn customer and operational needs into clear requirements, using your business analysis expertise to provide useful inputs for service and product design.
• Help prioritise the changes that matter most, supporting effective decision‑making and focusing on improvements that deliver real customer and business value.
• Identify opportunities to improve the customer experience, helping to create simpler, smoother and more effective services while improving operational effectiveness.

We're the UK's largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It's a big job and we've got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you'll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you're looking for a sustainable and successful career where you can make a daily difference to millions of people's lives while helping to protect the world of water for future generations, we'll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We're committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that's extra time, accessible formats, or anything else just let us know, we're here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It's also a great opportunity to learn more about our business and meet colleagues.

• Offering an annual salary between £70,000 - £80,000 per annum depending on skills and experience.
• 26 days holiday per year, increasing to 30 with length of service. (plus bank holidays)
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family's health and wellbeing, and your finances - from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.