Lead Customer Communications Product Owner

Pertemps; Old Warren; Hybrid; GBP 52,000 - 57,000; Full time

Benefits offered by this job

26 days holiday

Company pension

Health and wellbeing benefits

Job summary

Thames Water is seeking a seasoned Communication Product Owner to lead the roadmap for customer communications across digital and assisted channels. You will shape journeys, collaborate with agile teams, and translate insights into measurable improvements that enhance customer experiences.

The role sits in a fixed-term contract with hybrid working arrangements, offering strategic influence and opportunities to drive transformation across millions of customer interactions.

Qualifications

• Essential experience as a Product Owner or in Customer Experience
• Strong understanding of customer journeys across digital and assisted service environments
• Experience in Agile delivery, backlog management and prioritisation
• Service design expertise including journey mapping and translating insights into improvements
• Experience supporting digital transformation and introducing new customer technologies
• Strong analytical and problem‑solving skills using data to inform decisions
• Excellent stakeholder management, with senior leaders
• Experience leading teams and driving high performance

Responsibilities

• Define and deliver the vision and roadmap for customer communication and contact channel products
• Own and improve key customer journeys across digital and assisted service channels
• Use customer insight and performance data to identify opportunities and drive improvements
• Translate customer, business and operational needs into prioritised backlogs and requirements
• Lead adoption of new communication technologies across the business
• Monitor performance via dashboards and KPIs to drive continuous improvement
• Collaborate with Product, Design, Operations, Communications and Technology teams
• Manage supplier relationships and ensure roadmaps align with business objectives
• Champion customer‑first thinking and influence stakeholders at all levels
• Develop subject matter experts and foster a collaborative culture

Skills

Product Owner

Customer Experience

Service Design

Agile delivery

Stakeholder management

Team leadership

Data-driven decisions

Job description

Thames Water is seeking a seasoned Communication Product Owner to lead the roadmap for customer communications across digital and assisted channels. You will shape journeys, collaborate with agile teams, and translate insights into measurable improvements that enhance customer experiences.

The role sits in a fixed-term contract with hybrid working arrangements, offering strategic influence and opportunities to drive transformation across millions of customer interactions.