At a Glance
- Tasks: Lead the evolution of customer communication and enhance experiences for millions.
- Company: Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, generous holiday, pension scheme, and health perks.
- Other info: Hybrid working with opportunities for career growth and development.
- Why this job: Shape the future of customer communications and drive meaningful change.
- Qualifications: Experience in product ownership, customer experience, and Agile teams.
The predicted salary is between 57000 - 57000 £ per year.
Responsibilities
Fixed-Term Opportunity (13-18 months) 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 all our journeys.
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, you'll own and develop the roadmap for customer communications products and services, ensuring they deliver real value for both our customers and the business.
Working within our Customer Contact Experience function, you'll be responsible for shaping vital customer communications that support millions of interactions every year.
Collaborating with cross-functional Agile teams, digital specialists and business stakeholders, you'll ensure customers receive clear, timely and effective communications that build trust, drive engagement and improve their overall experience with Thames Water.
- 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.
Essential Experience And Skills
- 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.
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.
Benefits and Perks
- 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.
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 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?
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.
#J-18808-Ljbffr
Communications Product Owner in Reading employer: MAGMAS
Hiddenwell is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture in the picturesque setting of Moreton-in-Marsh. With a strong focus on operational excellence and guest satisfaction, employees are empowered to innovate and improve processes while enjoying a supportive team environment. The company also provides competitive benefits and opportunities for career advancement, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Communications Product Owner in Reading
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like MAGMAS.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like MAGMAS. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Communications Product Owner in Reading
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to MAGMAS.
How to prepare for a job interview at MAGMAS
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in MAGMAS's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services MAGMAS offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
