Senior CX Channel & Journey Lead

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

Benefits offered by this job

Car Allowance

Pension Scheme

Private Medical Health Care

Job summary

Thames Water is seeking a Contact Channel CX Lead in Reading to shape multi‑channel customer interactions and drive cost‑effective experiences. You will orchestrate journeys across channels, lead journey managers, and implement best practices in campaign strategy and storytelling.

With a focus on data‑driven improvements, you’ll integrate insights and BI dashboards while preparing the organisation for new communications platforms and innovation. Hybrid role.

Qualifications

• Proven experience in channel management, campaign strategy and journey design.
• Experience leading journey managers and channel owners.
• Strong ability to gather insights, BI data and dashboards for decisions.
• Excellent stakeholder engagement and leadership across teams.
• Comfort with cross-channel storytelling and multi-channel journeys.

Responsibilities

• Channel Oversight: oversee customer journeys across channels including telephony, email and SMS.
• Team Leadership: lead journey managers and channel owners for cohesive delivery.
• Best Practice Implementation: apply channel management and campaign strategy best practices.
• Insight Integration: integrate insights and dashboards to address drivers of contact.
• Experience Design: design cross-channel experiences across the customer lifecycle.
• Technology Adoption: prepare for new communication platforms and tech adoption.
• Collaboration Facilitation: break down silos and unite processes across teams.
• Stakeholder Engagement: engage stakeholders and lead cross-functional projects.

Skills

Channel management

Campaign management

Leadership

Data analytics

Agile

Stakeholder engagement

Experience design

Tools

SAP

Salesforce

Adobe

AWS

Job description

Thames Water is seeking a Contact Channel CX Lead in Reading to shape multi‑channel customer interactions and drive cost‑effective experiences. You will orchestrate journeys across channels, lead journey managers, and implement best practices in campaign strategy and storytelling.

With a focus on data‑driven improvements, you’ll integrate insights and BI dashboards while preparing the organisation for new communications platforms and innovation. Hybrid role.