Location
Clearwater Court, Reading (RG1 8DB), with hybrid working. The role requires planned travel to Kemble Court office in Reading, Newbridge Square in Swindon, and occasional travel to London as needed.

Hours
36 hours per week

Salary
£65,000 to £75,000 per annum depending on skills and experience

About the Role
Are you a strategic Product Manager who thrives on turning ambitious ideas into real business outcomes? Do you enjoy leading transformational change, solving complex challenges, and delivering products that make a genuine difference to customers and colleagues? Thames Water is seeking an exceptional Product Manager (Agent Experience) on a 13–18 month Fixed Term/Secondment to lead the evolution of our Agent Experience product portfolio. This high-impact role involves defining product strategy, owning multi-year roadmaps, and delivering innovative solutions that enhance both customer and agent experiences.

Working closely with the Head of Agent Experience, you will unite business, operational, and technology teams to deliver meaningful change at scale, ensuring products remain aligned to customer needs, business priorities, and future growth ambitions.

As Product Manager, you will take ownership of the full product lifecycle—from defining the vision through delivery and continuous improvement. You will create and deliver a clear product vision and roadmap aligned to strategic business objectives, lead the development and evolution of agent-facing products that deliver measurable value, and prioritise initiatives using customer insight, operational performance data, and user feedback.

You will work across multiple product teams and contact channels to identify opportunities, manage dependencies, and drive innovation. Translating complex business challenges into practical, scalable product solutions will be key, as will driving adoption of new products and capabilities through effective change management and business readiness activities.

Ensuring products comply with Thames Water's security, data, digital, quality, and Agile standards, you will monitor product performance and continuously improve outcomes for agents, operational teams, and customers. You will influence senior stakeholders through clear, evidence-based recommendations and strategic thinking, and deputise for the Head of Agent Experience when required.

This role offers extensive visibility across the organisation, partnering with Retail, Operations, Digital, Commercial, and Data teams, senior leaders and business stakeholders, Product Owners, Business SMEs, delivery teams, and change, transformation, and customer experience specialists. You will be equally comfortable presenting strategic roadmaps to senior stakeholders as collaborating with frontline teams and end users to understand challenges and identify opportunities for improvement.

Experience
- Proven experience as a Product Manager or Senior Product Owner, owning product strategy, roadmaps, and delivery.
- Experience within customer service, contact centre, or operational environments.
- Experience leading cross-functional teams to deliver customer-focused products and business change.
- Strong stakeholder management and influencing skills, with the ability to build relationships and drive decision-making at all levels.
- Experience using customer insight, user research, operational data, and feedback to prioritise product investment and improvements.
- Strong analytical and problem-solving skills, translating complex business challenges into practical and scalable solutions.
- Experience balancing customer, operational, and commercial priorities to deliver measurable business value.
- A proactive, customer-focused mindset with a passion for innovation and continuous improvement.

Qualifications
- Proven experience managing products within an Agile environment, including roadmap ownership and backlog prioritisation.
- Strong understanding of Agile delivery methodologies, including Scrum.
- Experience defining, measuring, and tracking product performance and success metrics.
- Relevant qualification in Agile, Scrum, AgilePM, PRINCE2, APM, or a related discipline.
- Degree-level qualification or equivalent professional experience in Business, Technology, Marketing, or a related field.

Desirable Experience
- Experience leading digital transformation, product innovation, or large-scale change programmes.
- Experience assessing competitor products and identifying opportunities for improvement.
- Advanced analytical and problem-solving capabilities.
- Experience working with enterprise-scale digital products and technology platforms.

Desirable Qualifications
- Additional certifications in Agile, Product Management, Project Management, or Business Analysis.