Location
Hybrid/Reading (minimum one day in the office per week, with flexibility to attend additional days as required for team meetings, projects, or during onboarding)

Hours
36 hours per week (Monday to Friday)

Salary
£62,650 - £70,000 per annum depending on skills and experience

About the Role
Are you passionate about transforming customer experiences across every contact channel? As our Contact Channel CX Lead, you’ll be at the heart of shaping how our customers interact with us, ensuring the right message reaches the right person, at the right time, through the right channel. You’ll lead the charge in breaking down silos, knitting together journeys and channels to deliver seamless, engaging, and cost-effective experiences.

What you’ll be doing as Contact Channel CX Lead:
- Oversee and continuously optimise customer contact journeys across all inbound and outbound channels, including telephony, IVR, webchat, WhatsApp, email, SMS, online account management, and outbound communications.
- Lead and manage a team of journey managers and channel owners, ensuring cohesive delivery and ongoing improvement of all customer touchpoints.
- Apply best practices in channel management and campaign strategy to drive performance outcomes and enhance customer satisfaction.
- Integrate customer insights, business intelligence, and dashboarding to identify pain points and address the drivers behind customer contact.
- Champion cross-channel storytelling and holistic experience design to create seamless and engaging interactions throughout the customer lifecycle.
- Prepare the organisation for the adoption of new communications platforms and emerging technologies, ensuring readiness for transformation and innovation.
- Facilitate collaboration across traditionally siloed teams and processes, building unified and effective customer journeys.
- Engage stakeholders effectively and provide leadership in driving cross-functional projects and continuous improvement initiatives.

What’s in it for you?
Competitive salary from £62,650 - £70,000 per annum depending on skills and experience.
26 days holiday per year increasing to 30 with length of service (plus bank holidays).
Car Allowance.
Performance-related pay plan directly linked to company performance measures and targets.
Generous Pension Scheme through AON.
Private Medical Health Care.
Access to a wide range of benefits to support your health, wellbeing, and finances – including annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance.

Thames Water is the UK’s largest water and wastewater company, serving over 16 million customers. We are committed to building a better future for our customers, communities, people, and the planet. Join us to make a meaningful difference every day and help protect the world of water for future generations.

Experience
- 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).

About you
Collaborative leader with a passion for customer experience transformation and storytelling.
Strong strategic thinker with excellent communication and stakeholder management skills.
Innovative and adaptable, able to drive change and foster cross-functional teamwork.
Commercially aware with a focus on delivering cost-effective and engaging customer journeys.

Qualifications
Relevant qualifications or equivalent experience in marketing, communications, service design, or related fields are preferred but not mandatory.