Omnichannel CX Lead: Journey Design & Campaign Strategy

Thames Water Utilities Limited; Reading; Hybrid; GBP 63.000 - 70.000; Vollzeit

Benefits dieser Stelle

Private Medical Health Care

Pension Scheme

26 days annual leave increasing to 30

Performance-related pay

Cycle to Work

Life Assurance

Zusammenfassung

Thames Water Utilities Limited is seeking a Contact Channel CX Lead to shape how customers interact across channels, delivering seamless, engaging experiences. You will lead journey managers and channel owners, driving cross-channel storytelling and data-driven improvements.

You’ll design end-to-end customer journeys, implement best practices, and prepare the organisation for new communications platforms. Strong stakeholder leadership and agile delivery are essential.

Qualifikationen

• 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.
• Demonstrated ability to leverage data for informed decision‑making.
• Ability to bridge traditionally siloed teams and processes to foster integrated customer experiences.
• Familiarity with communications technology platforms such as SAP, Salesforce, Adobe, and AWS.
• Excellent stakeholder engagement and leadership skills.
• Deep knowledge of multi‑channel customer journeys and channel best practice.
• Experience in service design, journey mapping, and customer research.
• Strong analytical skills and commercial awareness.
• Leadership experience managing high‑performing teams.
• Experience in Agile product delivery environments. (desirable)
• Background in campaign management, marketing, communications, or PR. (desirable)
• Knowledge of new contact technologies and digital transformation. (desirable)

Aufgaben

• Channel oversight: Oversee and optimise customer contact journeys across 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 and satisfaction.
• Integrate customer insights, BI, and dashboards to identify pain points.
• Champion cross-channel storytelling and holistic experience design.
• Prepare the organisation for adoption of new communications platforms and technologies.
• Facilitate collaboration across traditionally siloed teams and processes.
• Engage stakeholders and drive cross-functional projects and improvements.

Kenntnisse

Channel management

Campaign management

Marketing

Communications

Public relations

Service design

Email

SMS

SAP

Salesforce

Adobe

AWS

Tools

SAP

Salesforce

Adobe

AWS

Jobbeschreibung

Thames Water Utilities Limited is seeking a Contact Channel CX Lead to shape how customers interact across channels, delivering seamless, engaging experiences. You will lead journey managers and channel owners, driving cross-channel storytelling and data-driven improvements.

You’ll design end-to-end customer journeys, implement best practices, and prepare the organisation for new communications platforms. Strong stakeholder leadership and agile delivery are essential.