At a Glance
- Tasks: Lead the evolution of our Agent Experience product portfolio and drive innovative solutions.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Starting salary of £65,000, flexible working, and extensive health benefits.
- Other info: Dynamic role with opportunities for career growth and meaningful contributions.
- Why this job: Make a real impact on customer experiences while leading transformational change.
- Qualifications: Proven experience in product management and strong analytical skills required.
The predicted salary is between 75000 - 75000 £ per year.
The Product Manager - Agent Experience role at Pertemps Thames Water, based in Reading, offers a starting salary of £65,000, rising to £75,000 depending on skills and experience.
This full-time, fixed-term position runs for 13 to 18 months and centres on leading the evolution of the Agent Experience product portfolio.
The successful candidate will define product strategy, own multi-year roadmaps, and drive innovative solutions that improve outcomes for customers and colleagues alike.
Working alongside the Head of Agent Experience, the role requires bringing business, operational, and technology teams together to deliver significant change.
This position suits a strategic thinker who enjoys tackling complex challenges and translating ambitious concepts into tangible business results.
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?
At Thames Water, we're looking for 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 is a high-impact role where you'll define product strategy, own multi-year roadmaps, and deliver innovative solutions that enhance both customer and agent experiences.
Working closely with the Head of Agent Experience, you’ll bring together business, operational, and technology teams to deliver meaningful change at scale, ensuring products remain aligned to customer needs, business priorities, and future growth ambitions.
What You'll Be Doing
As our Product Manager, you’ll take ownership of the full product lifecycle, from defining the vision through to delivery and continuous improvement.
- 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.
- Prioritise initiatives using customer insight, operational performance data and user feedback.
- Work across multiple product teams and all contact channels to identify opportunities, manage dependencies and drive innovation.
- Translate complex business challenges into practical, scalable product solutions.
- Drive adoption of new products and capabilities through effective change management and business readiness activities.
- Ensure products comply with Thames Water's security, data, digital, quality and Agile standards.
- Monitor product performance and continuously improve outcomes for agents, operational teams and customers.
- Influence senior stakeholders through clear, evidence‑based recommendations and strategic thinking.
- Deputise for the Head of Agent Experience when required.
You’ll work closely with 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 and delivery teams.
Change, transformation and customer experience specialists.
You’ll be equally comfortable presenting strategic roadmaps to senior stakeholders as you are collaborating with frontline teams and end users to understand challenges and identify opportunities for improvement.
What You Should Bring to the Role
Essential 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.
Essential Qualifications & Technical Skills
- 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, Agile PM, 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.
- Base
The role requires planned travel to our Kemble Court office in Reading and Newbridge Square in Swindon and occasional travel to London as needed.
What's in it for you?
- A starting salary of £65,000 and up to £75,000 per annum depending on skills and experience.
- 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays)
- Car Allowance.
- Annual Bonus.
- Private Medical Health Care.
- Performance‑related pay plan directly linked to company performance measures and targets.
- 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.
Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)
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.
It's a big job and we've got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.
Learn more about our purpose and values.
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.
Real purpose, real support, real opportunities.
Come and join the Thames Water family.
Why choose us?
Learn more.
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.
When a crisis happens, we all rally around to support our customers.
As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador.
Full training will be given for what is undoubtedly an incredibly rewarding experience.
It's also a great opportunity to learn more about our business and meet colleagues.
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Product Manager - Agent Experience in Reading employer: JAM Recruitment Ltd
At JAM Recruitment Ltd, we pride ourselves on being an exceptional employer that values the growth and development of our team members. Located in Birmingham, we offer a dynamic work culture that fosters collaboration and innovation, alongside competitive salaries and hybrid working options. With a strong focus on career progression, our employees are empowered to take on leadership roles and make a meaningful impact in the field of personal injury law.
StudySmarter Expert Advice🤫
We think this is how you could land Product Manager - Agent Experience in Reading
✨Join Product Management Meetups
Get involved in local product management meetups or workshops. These events are perfect for meeting industry folks, sharing ideas, and staying updated on trends. Plus, you never know who might be hiring—it's a fantastic way to make connections that could lead to a job at places like JAM Recruitment Ltd!
✨Show Off Your Product Sense
Create case studies or mini-projects showcasing your product management skills, and share them on platforms like Medium or LinkedIn. This not only puts your skills on display but also boosts your visibility in the product community. Imagine how impressed the hiring team at JAM Recruitment Ltd would be by your initiative!
✨Utilise Online Communities
Dive into online product management communities like Product Coalition or Mind the Product. Engage in discussions, ask questions, and share your insights. These platforms are goldmines for networking and finding hidden job opportunities—many companies often scout talent from within these circles.
✨Leverage Your University Network
If you’ve recently graduated or are still in uni, tap into your alumni network for connections in product management. Many universities have their own job boards and affinity resources to help graduates land roles. Don't forget to keep an eye out for job openings at JAM Recruitment Ltd through your school's career services!
We think you need these skills to ace Product Manager - Agent Experience in Reading
Some tips for your application 🫡
Show Off Your Product Passion:When applying for a product management role like Product Manager - Agent Experience, let your passion for developing products shine through in your cover letter. Share specific examples of products you've managed, how you solved user needs, and any successful outcomes you've achieved. This is your chance to showcase your understanding of the product lifecycle!
Highlight Your Cross-Functional Skills:Product management isn't just about understanding the product; it’s about collaborating with different teams! Make sure to emphasise your experience working with developers, designers, and marketers. Use your CV to showcase your ability to bridge gaps between these areas, and include relevant experiences that demonstrate your communication and leadership skills!
Include Your Metrics and Achievements:In a full-time product management application, data speaks volumes! Quantify your achievements wherever possible. Did you increase user retention by a certain percentage? Launch a product ahead of schedule? Include these metrics in your CV to paint a picture of your impact and effectiveness in previous roles.
Tailor Your CV to the Role:Make sure your CV is tailored for the Product Manager - Agent Experience position at JAM Recruitment Ltd. Use keywords from the job description and ensure your relevant experiences are front and centre. Highlight any certifications or relevant training you’ve completed that will make you stand out as a strong candidate for the role. And remember, we’re excited to see your application on our website!
How to prepare for a job interview at JAM Recruitment Ltd
✨Understand the Product Life Cycle
As a product management candidate, we need to get our head around the complete product life cycle. Be prepared to discuss real-world examples of how you’ve managed product development from ideation to launch. Bring specific insights on tools like JIRA or Trello that can help streamline these processes.
✨Showcase Your Cross-Functional Skills
Product management is all about collaboration. We should be ready to highlight how we’ve worked across teams—think marketing, engineering, and design. Prepare to discuss scenarios where you had to mediate differing opinions and how you got everyone on board with a shared vision.
✨Prepare for Case Studies
In a full-time role, we can expect to encounter case study questions during our interviews. Practise solving hypothetical product problems on the spot, such as prioritising features for a new app or improving user engagement metrics. This will show our analytical thinking and decision-making skills.
✨Know Your Metrics
Let’s face it, numbers are our best friends in product management. We should prepare to discuss key performance indicators (KPIs) and how we've used analytics to inform product decisions. Dive into examples where data has driven our strategy for improvements or justified product changes.
