Metering Journey Manager

Thames Water Utilities Limited; Reading; On-site; GBP 80,000 - 100,000; Full time

Job summary

A major water utility company in the UK is seeking a Metering Journey Manager for a 13 - 18 month Fixed Term/Secondment. This pivotal role involves leading the optimisation of the metering journey, ensuring seamless customer interactions while meeting regulatory standards. You will drive collaboration between various teams, monitor performance, and implement enhancements that improve customer satisfaction. Ideal candidates will have exceptional communication skills and experience in mapping complex customer journeys.

Benefits

Competitive salary up to £55,000 per annum

26 days holiday, increasing to 30 days with service

Performance-related pay plan

Generous Pension Scheme

Access to health and wellbeing benefits

Qualifications

• Experience in mapping and improving complex customer journeys.
• Ability to influence and build trusted relationships at all levels.
• Skilled in creating and maintaining improvement plans aligned with business priorities.

Responsibilities

• Lead collaboration across multiple teams to align metering processes.
• Map and improve journeys, identifying pain points for future solutions.
• Monitor performance via dashboards and KPIs using insights to inform decisions.

Skills

Exceptional communication and stakeholder management skills

Customer journey expertise

Strategic roadmap development

Analytical mindset

Problem-solving and resilience

Customer-centric approach

Agile delivery experience

Organisational excellence

Innovation mindset

Data-driven decision making

Business readiness expertise

Job description

Are you ready to shape the future of customer experience? Thames Water is looking for a Metering Journey Manager on a 13 - 18 month Fixed Term/Secondment, a key role where you'll lead the optimisation of our end‑to‑end metering journey. This is your chance to make a real impact by ensuring every interaction is seamless, transparent, and aligned with customer expectations, while meeting regulatory and operational standards. As the central link between service design, product, data, digital, communications, and customer service teams, you'll drive collaboration and innovation to deliver a frictionless metering experience. You'll blueprint current processes, identify pain points, and use insights to create a roadmap for continuous improvement. From monitoring performance and building dashboards to resolving issues quickly and ensuring compliance, you'll play a critical role in shaping strategy and delivering operational excellence.

Responsibilities

• Lead collaboration across multiple teams to align metering processes and customer experience.
• Map and improve journeys, identifying pain points and designing future‑state solutions.
• Drive process excellence by implementing enhancements that reduce friction and improve satisfaction.
• Monitor performance through dashboards and KPIs, using insights to inform decisions.
• Ensure compliance with KTLO and regulatory requirements while supporting delivery readiness.
• Communicate effectively, crafting clear, consistent, and on‑brand messaging for customers.

Qualifications

• Exceptional communication and stakeholder management skills – able to influence and build trusted relationships at all levels.
• Customer journey expertise – experience mapping and improving complex journeys across multiple systems and touchpoints.
• Strategic roadmap development – skilled in creating and maintaining clear improvement plans aligned with business priorities.
• Analytical mindset – ability to interpret data, identify root causes, and prioritise improvements.
• Problem‑solving and resilience – comfortable making informed decisions under pressure and managing competing priorities.
• Customer‑centric approach – passionate about enhancing user experience and reducing friction.
• Agile delivery experience – familiarity with fast‑paced, iterative environments and ability to adapt workstreams effectively.
• Organisational excellence – strong attention to detail and ability to manage multiple priorities concurrently.
• Innovation mindset – continuously seeks new ways to improve processes using technology, insights, and creative thinking.
• Data‑driven decision making – experience leveraging analytics and customer insights to inform strategies and drive engagement.
• Business readiness expertise – ability to ensure changes are communicated, adopted, and embedded across teams.

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.

Benefits

• Competitive salary of up to £55,000 per annum.
• 26 days holiday per year, increasing to 30 days with the 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 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.

Find out more about our benefits and perks.

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.