Head of Multi-Channel Customer Experience

Pertemps; Reading; Ibrido; GBP 63.000 - 70.000; Tempo pieno

Vantaggi offerti da questo lavoro

Car allowance

Pension scheme

Private medical health care

26 days holiday (30 with service)

Descrizione del lavoro

Thames Water is recruiting a Contact Channel CX Lead to shape how customers interact across channels, oversee journeys, and drive seamless experiences. You’ll lead journey managers, implement best practices, and integrate insights to optimise outcomes.

The role focuses on email/SMS and multi‑channel campaigns, with a hybrid Reading location and 36 hours per week. The position requires strong leadership, data‑driven decision making, and agile delivery experience, plus familiarity with SAP,

Competenze

• Proven experience in channel management and campaign strategy across multiple touchpoints.
• Strong ability to gather insights, BI, and dashboarding to drive decisions.
• Experience leading journey managers and channel owners.

Mansioni

• Oversee and optimise customer contact journeys across channels including email, SMS, IVR, webchat, and more.
• Lead journey managers and channel owners to deliver cohesive customer touchpoints.
• Apply best practices to drive performance and customer satisfaction.
• Integrate insights and dashboards to identify pain points and opportunities.
• Champion cross‑channel storytelling and end‑to‑end experience design.
• Prepare for adoption of new communications platforms and technologies.
• Foster collaboration across silos and manage cross‑functional projects.
• Engage stakeholders and provide leadership on improvement initiatives.

Conoscenze

Channel management

Campaign management

Marketing communications

Public relations

Service design

Data and insights

Stakeholder engagement

Agile delivery

Strumenti

SAP

Salesforce

Adobe

AWS

Descrizione del lavoro

Thames Water is recruiting a Contact Channel CX Lead to shape how customers interact across channels, oversee journeys, and drive seamless experiences. You’ll lead journey managers, implement best practices, and integrate insights to optimise outcomes.

The role focuses on email/SMS and multi‑channel campaigns, with a hybrid Reading location and 36 hours per week. The position requires strong leadership, data‑driven decision making, and agile delivery experience, plus familiarity with SAP,