Location
Reading (Hybrid with 2 office days per week)

Hours
Full Time

Salary
£70,000 - £80,000 per annum depending on skills and experience

About the Role
This role owns the customer engagement strategy, product vision and business requirements for Developer Services Digital Transformation through Project Axis. It ensures priorities, customer journeys and solutions are shaped around customer needs, business goals and measurable outcomes.

Working across Product Owners, Journey Owners and SMEs on Developer Services Transformation Project Axis, you will bring customer and business needs into key design and delivery decisions, ensuring requirements are clear, practical and ready to move forward. Ultimately, this role helps improve D-MeX, customer experience and operational effectiveness, supporting Thames Water’s ambition for a more resilient, customer-focused service.

Key responsibilities include:
- Owning the product vision and customer strategy to keep Project Axis focused on customer needs, business priorities and clear outcomes
- Shaping customer journeys and requirements, ensuring they are clear, practical and ready for delivery
- Championing the customer and business voice to influence key decisions so solutions work for customers and the wider operation
- Leading prioritisation and decision-making, balancing customer value, D-MeX, operational performance and realistic delivery
- Bringing teams together around a shared vision, creating strong alignment across Product Owners, Journey Owners, SMEs and transformation teams
- Keeping delivery focused on real-world impact, driving better customer journeys, improved D-MeX and more effective, sustainable ways of working

This is an 18 month fixed term contract role.

Experience
Proven experience in shaping product vision and customer journeys, turning customer and business needs into clear, practical requirements that support successful change. Experience working collaboratively across multiple teams including Product Owners, Journey Owners, subject matter experts and delivery teams to align requirements and outcomes.

Strong business analysis expertise with the ability to translate customer and operational needs into clear requirements and useful inputs for service and product design.

Experience in prioritising changes that deliver real customer and business value and identifying opportunities to improve customer experience and operational effectiveness.

About you
A strong advocate for customers and the business, ensuring their needs are considered throughout design, prioritisation and delivery decisions.

Collaborative team player who can bring diverse teams together around a shared vision.

Focused on delivering real-world impact through simpler, smoother, and more effective services.

Committed to Thames Water’s purpose of building a better future for customers, communities, people and the planet.

Qualifications
Relevant qualifications or equivalent experience in business analysis, product management or related fields are desirable but not explicitly stated. A strong track record of delivering customer-focused digital transformation projects is essential.