At a Glance
- Tasks: Lead the evolution of customer communication and enhance user experiences.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, generous holiday, and a range of health and wellbeing perks.
- Other info: Flexible working arrangements and opportunities for career growth.
- Why this job: Shape the future of customer interactions and drive meaningful change.
- Qualifications: Experience in product ownership and customer experience within large organisations.
The predicted salary is between 52000 - 57000 £ per year.
Are you passionate about creating seamless customer experiences and using technology to drive meaningful change? At Thames Water, we're transforming the way we communicate with millions of customers, and we are looking for an experienced Communication Product Owner to lead the evolution of our customer communication, helping us deliver simpler, smarter and more personalised experiences across every journey. This is a unique opportunity to combine customer experience, digital innovation and product leadership in a role that sits at the heart of our customer transformation journey.
What you'll be doing as a Communication Product Owner:
- Own and develop the roadmap for customer communications products and services, ensuring they deliver real value for both our customers and the business.
- Shape vital customer communications that support millions of interactions every year.
- Collaborate with cross-functional Agile teams, digital specialists and business stakeholders to ensure customers receive clear, timely and effective communications that build trust, drive engagement and improve their overall experience with Thames Water.
Your responsibilities will include:
- Defining and delivering the vision and roadmap for customer communication and contact channel products.
- Owning and continuously improving key customer journeys across digital and assisted service channels.
- Using customer insight, service design and performance data to identify opportunities and drive improvements.
- Translating customer, business and operational needs into prioritised product backlogs and actionable requirements.
- Leading the introduction of new communication technologies and ensuring successful adoption across the business.
- Monitoring performance through dashboards, KPIs and customer feedback to drive continuous improvement.
- Collaborating with Product, Design, Operations, Communications and Technology teams to deliver outstanding experiences.
- Managing supplier relationships and ensuring technology roadmaps align with business objectives.
- Championing customer-first thinking and influencing stakeholders at all levels of the organisation.
- Leading and developing subject matter experts, fostering a culture of collaboration, accountability and innovation.
What you should bring to the role:
- Product Owner, Customer Experience, Service Design or Contact Channel Management experience within a large, complex organisation.
- Strong understanding of customer journeys across digital and assisted service environments.
- Experience working in Agile delivery teams, managing backlogs and prioritising product development.
- Service design expertise, including journey mapping, customer research and translating insights into improvements.
- Experience supporting digital transformation and introducing new customer technologies.
- Strong analytical and problem-solving skills, with the ability to use data and customer insight to inform decisions.
- Excellent stakeholder management and influencing skills, including engagement with senior leaders.
- Experience leading teams, developing colleagues and driving high performance.
- Strong commercial awareness and the ability to balance customer, operational and regulatory requirements.
What you'll love about this role:
- Shape the future of customer communications for one of the UK's largest utility companies.
- Lead transformational change that impacts millions of customer interactions every year.
- Collaborate with senior leaders and specialists from across the business.
- Drive meaningful improvements that make life easier for customers and frontline teams alike.
- Play a key role in Thames Water's wider digital and customer transformation strategy.
Base location: Hybrid - Clearwater Court - RG1 8DB. Occasional travel to other sites may be required to support business needs. Hours: 36 hours per week, Monday to Friday.
What’s in it for you?
- A competitive starting salary of £52,000 and up to £57,000 per annum, depending on skills and experience.
- 26 days holiday per year, increasing to 30 days with length of service (plus bank holidays).
- Performance-related pay plan directly linked to company performance measures and targets.
- Generous Pension Scheme through AON.
- Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.
Working at Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.
If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way.
Together, we can build a better future for our customers, our region, and our planet.
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.
Communications Product Owner in Reading employer: Allscreens Nationwide Ltd
Joining Marshall Audi Taunton as a Service Technician apprentice means becoming part of a dynamic team dedicated to delivering exceptional customer experiences in the prestigious car market. With comprehensive training, including travel and accommodation covered for your apprenticeship at the Volkswagen Group National Learning Centre, you will benefit from a supportive work culture that prioritises personal development and career progression. This role offers a unique opportunity to work with cutting-edge technology while receiving mentorship and gaining valuable qualifications that pave the way for a successful long-term career.
StudySmarter Expert Advice🤫
We think this is how you could land Communications Product Owner in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Communications Product Owner in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
