An opportunity has arisen for an experienced Customer Journey Improvement Manager to join our growing customer experience journey team in central Reading. The role of the Customer Journey Improvement Manager is to define and design customer journeys for all segments and channels. You will be setting KPI’s, service standards and policies and developing improvement opportunities. You will drive and monitor delivery of performance across the end to end journey.
What makes this role unique?
This is an exciting opportunity to support us in developing our customer journeys to make sure we deliver a great experience to our customers.
What will this role involve?
Define and design customer journeys for all segments and channels working collaboratively with business and process owners.
Determine the customer journey KPI’s, service standards/levels and policies and monitor and update on regular basis as set for each journey.
Identify opportunities to improve customer experience and working with business and process owners develop and agree compelling business cases to achieve uplift in NPS/CSAT and reduction in cost to serve.
Specify customer insight and performance information required and work collaboratively with the Insight teams to secure required data and information in required format and frequency.
Understand best practice delivery, benchmark information and regulatory landscape for appropriate c ustomer journey.
Govern the appropriate customer journeys arranging regular forums to review opportunities and priorities, performance and track benefit delivery.
What are we looking for?
We are keen to speak with candidates who can bring new thinking and who are able to constructively challenge the status quo. You will be a leader who can influence and guide your team of customer experience professionals so previous line management experience is preferred. The successful candidate will be a customer advocate with a clear passion and determination to improve the customer experience. You will ideally have a wealth of experience of customer journey design and development and well as a good understanding of customer insight approaches and methods. You will need to be a good communicator who is able to work collaboratively with many different teams and colleagues across the company and have a natural flair to articulately demonstrate your capability to develop and present business cases and prioritise customer projects and activities. An understanding of the external market and how it is developing including regulatory framework impacting customers would be advantageous as is an anility to analyse customer and operational performance insight.
Thames Water information and salary details
This role is based at our head office in in central Reading, Berkshire. We are offering a salary of circa £55,000 depending on your level of experience. This role comes with a number of benefits including a car allowance, annual bonus, private healthcare for you and your family, an excellent contributory pension scheme. A valid UK driving licence would be beneficial as there will be some travel required to other company sites.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be r ecruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 25/01/2019.
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