Multichannel CX Lead: End-to-End Journeys & Campaigns

Catering

Reading

Hybrid

GBP 63,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Car Allowance

Pension scheme

Private Medical Health Care

Performance-related pay

Job summary

Thames Water, Reading-based, is seeking a Contact Channel CX Lead to shape how customers interact across channels. The role requires leading journey managers, driving cross-channel campaigns, and using insights to optimize customer touchpoints.

This hybrid position involves collaboration across silos and evolving communications platforms. You will design seamless journeys, manage stakeholders, and lead a team to deliver cost-effective, engaging experiences while supporting transformation in a

Qualifications

Proven experience in channel management, campaign management, marketing, communications, public relations, or service design especially in email and SMS channels.
Expertise in designing and optimising end-to-end customer journeys.
Experience leading journey managers and channel owners.
Strong background in gathering insights, business intelligence, and dashboarding.

Responsibilities

Oversee and continuously optimise customer contact journeys across all inbound and outbound channels.
Lead and manage a team of journey managers and channel owners.
Apply best practices in channel management and campaign strategy to drive performance outcomes.
Integrate customer insights and dashboards to identify pain points and address drivers behind customer contact.
Champion cross-channel storytelling and holistic experience design across the customer lifecycle.
Prepare the organisation for adoption of new communications platforms and technologies.
Facilitate collaboration across traditionally siloed teams.