Journey Manager

Thames Water Utilities Limited; Reading; Hybrid; GBP 65,000; Full time

Job summary

A leading water and wastewater company is seeking a Billing Journey Manager for a 13-18 month contract. The role involves enhancing the customer billing experience, leading cross-functional collaborations, and utilizing data to shape improvements. The ideal candidate should excel in strategic thinking and customer-focused approaches while working in a hybrid setting. Competitive salary and benefits offered.

Benefits

Competitive salary of £65,000 per annum

26 days holiday per year

Generous Pension Scheme through AON

Access to various benefits for health and wellbeing

Qualifications

• Skilled in mapping and improving end-to-end customer experiences.
• Proven ability to create actionable roadmaps aligned with business goals.
• Calm under pressure, with strong attention to detail and organizational skills.

Responsibilities

• Lead cross-functional collaboration to align the billing experience across teams and systems.
• Monitor performance through dashboards and KPIs to track billing satisfaction and behaviour.
• Analyse complaints and failures to identify root causes and drive resolution.

Skills

Collaboration & Communication

Customer Journey Expertise

Strategic Thinking

Analytical & Problem-Solving Skills

Agile & Adaptable

Customer-Centric Mindset

Resilience & Precision

Innovative Thinking

Job description

Are you passionate about creating a seamless, customer-centric billing experience?

Thames Water is looking for a Billing Journey Manager on a 13 - 18 month Fixed Term/Secondment to help shape and optimise our entire customer billing experience.

What You’ll Be Doing as the Billing Journey Manager

You will work cross‑functionally with product, income, communications, service design, and customer service teams to map the entire billing journey, identify customer pain points, and develop a strategic roadmap of improvements to enhance customer satisfaction.

Key Responsibilities:

• Lead cross‑functional collaboration to align the billing experience across teams and systems.
• Map and improve billing journeys, identifying pain points and recommending enhancements.
• Monitor performance through dashboards and KPIs to track billing satisfaction and behaviour.
• Analyse complaints and failures to identify root causes and drive resolution.
• Ensure compliance and risk mitigation by aligning the roadmap with KTLO and regulatory needs.
• Develop and deliver clear, consistent billing communications that reflect our brand.
• Use data and insights to shape a customer‑focused billing roadmap.
• Support testing and delivery, ensuring changes are implemented effectively and on time.
• Coordinate delivery planning and ensure business readiness through training and communication.

Base Location: Hybrid - Clearwater Court - RG1 8DB

Hours: 36 hours per week

What you should bring to the role:

To thrive in this role, here’s what you will need:

• Collaboration & Communication – Confidently lead cross‑functional teams and influence stakeholders at all levels.
• Customer Journey Expertise – Skilled in mapping and improving end‑to‑end customer experiences.
• Strategic Thinking – Proven ability to create actionable roadmaps aligned with business goals.
• Analytical & Problem‑Solving Skills – Use data to identify issues, prioritise improvements, and drive change.
• Agile & Adaptable – Comfortable managing multiple workstreams in fast‑paced, dynamic environments.
• Customer‑Centric Mindset – Passionate about enhancing the customer experience at every touchpoint.
• Resilience & Precision – Calm under pressure, with strong attention to detail and organisational skills.
• Innovative Thinking – Continuously seeking creative, tech‑enabled ways to improve processes.

What’s in it for you?

• Competitive salary of £65,000 per annum.
• 26 days holiday per year, increasing to 30 days with length of service (plus bank holidays).
• Performance‑related pay plan directly linked to company performance measures and targets.
• Generous Pension Scheme through AON.
• Access to a wide range of benefits to support health, wellbeing, and finances, including annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance.

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.

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.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.