Customer Outcomes Lead, Transformation & Strategy

Pertemps; Reading; Hybrid; GBP 70,000 - 80,000; Full time

Benefits offered by this job

Generous Pension Scheme

Health & wellbeing benefits

Job summary

Thames Water is hiring a Customer Outcome Lead to own the customer strategy and product vision for Developer Services Digital Transformation under Project Axis. You will work with Product Owners, Journey Owners, and SMEs to translate customer needs into clear, deliverable requirements and shape efficient delivery.

The role focuses on improving D-MeX, customer experience, and operational effectiveness, with an 18-month fixed-term contract and hybrid work arrangements in Reading.

Qualifications

• Shape the product vision and customer journey into clear, practical requirements.
• Be a strong voice for customers and the business in design and delivery decisions.
• Collaborate across Product Owners, Journey Owners, SMEs and delivery teams to align outcomes.
• Turn customer and operational needs into clear inputs for service and product design.
• Prioritise changes that deliver real customer and business value.
• Identify opportunities to improve the customer experience and operational effectiveness.

Responsibilities

• Own the product vision and customer strategy for Project Axis.
• Shape customer journeys and requirements so they are clear and deliverable.
• Champion the customer and business voice in key decisions.
• Lead prioritisation and decision-making balancing value and deliverability.
• Align teams around a shared vision across product and transformation teams.
• Drive real-world impact with better customer journeys and operational improvements.

Job description

Thames Water is hiring a Customer Outcome Lead to own the customer strategy and product vision for Developer Services Digital Transformation under Project Axis. You will work with Product Owners, Journey Owners, and SMEs to translate customer needs into clear, deliverable requirements and shape efficient delivery.

The role focuses on improving D-MeX, customer experience, and operational effectiveness, with an 18-month fixed-term contract and hybrid work arrangements in Reading.