Multi-Channel CX Lead & Campaign Strategist

Thames Water Ltd; Reading; Hybrid; GBP 63,000 - 70,000; Full time

Benefits offered by this job

Salary £62k-£70k p.a.

26 days holiday (+bank holidays)

Car allowance

Pension scheme

Private medical health care

Job summary

Thames Water seeks a Contact Channel CX Lead to shape customer interactions across channels, breaking down silos and weaving journeys together for seamless experiences. You will lead journey managers, apply best practices, and integrate insights to drive improved customer satisfaction.

The role is hybrid with base in Reading, up to 36 hours/week, focusing on design, technology adoption, and stakeholder leadership in a cross-functional environment.

Qualifications

• Proven experience in channel management, campaign management, marketing, communications, public relations, or service design— especially in email and SMS channels.

Responsibilities

• Channel Oversight: Oversee and continuously optimise customer contact journeys across all inbound and outbound channels.

Skills

Channel management

Campaign management

Marketing communications

Public relations

Service design

Journey mapping

BI dashboards

Data-driven insights

Stakeholder engagement

Agile delivery

Digital transformation

Tools

SAP

Salesforce

Adobe

AWS

Job description

Thames Water seeks a Contact Channel CX Lead to shape customer interactions across channels, breaking down silos and weaving journeys together for seamless experiences. You will lead journey managers, apply best practices, and integrate insights to drive improved customer satisfaction.

The role is hybrid with base in Reading, up to 36 hours/week, focusing on design, technology adoption, and stakeholder leadership in a cross-functional environment.