Senior CX & Transformation Leader

Southern Water; Worthing; Hybrid; GBP 68,000 - 70,000; Full time

Benefits offered by this job

Company bonus

Generous pension

Life assurance

Health cash plan

Volunteer days

28 days holiday

Occupational health

Retail discount app

Maternity leave & return options

Job summary

Southern Water is seeking a Senior Customer Experience Manager in Worthing, hybrid work. You will define and drive the CX strategy across all business units, leading a team of about 15 to deliver transformation programmes that raise customer satisfaction and reduce cost to serve.

Experience influencing senior leaders and managing cross-functional CX functions is essential, with knowledge of UK CX regulations and GDPR.

Qualifications

• Experience leading large-scale customer experience transformation across complex environments.
• Ability to influence executive leadership and drive accountability for CX outcomes.
• Proven track record delivering measurable CX improvements and cost-to-serve reductions.

Responsibilities

• Define and execute the organization's CX strategy across all units.
• Lead a cross-functional team to deliver programmes improving CX, performance and reputation.
• Establish governance, reporting and standards for consistent service delivery.

Skills

CX leadership

Journey transformation

Stakeholder influence

Change management

Leadership

Job description

Southern Water is seeking a Senior Customer Experience Manager in Worthing, hybrid work. You will define and drive the CX strategy across all business units, leading a team of about 15 to deliver transformation programmes that raise customer satisfaction and reduce cost to serve.

Experience influencing senior leaders and managing cross-functional CX functions is essential, with knowledge of UK CX regulations and GDPR.