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- Tasks: Lead the charge in optimising customer billing experiences and enhancing satisfaction.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Enjoy a competitive salary, generous holiday, and a fantastic pension scheme.
- Why this job: Make a real impact on millions of customers while shaping the future of water services.
- Qualifications: Strong collaboration skills and experience in mapping customer journeys required.
- Other info: Flexible working arrangements and a commitment to diversity and inclusion.
The predicted salary is between 44000 - 66000 £ per year.
Are you passionate about creating a seamless, customer-centric billing experience? Thames Water is looking for a Billing Journey Manager on a 13 - 18 month Fixed Term/Secondment to help shape and optimise our entire customer billing experience.
What you’ll be doing as the Billing Journey Manager:
- Work cross-functionally with product, income, communications, service design, and customer service teams to map the entire billing journey, identify customer pain points, and develop a strategic roadmap of improvements to enhance customer satisfaction.
Key Responsibilities:
- Lead cross-functional collaboration to align the billing experience across teams and systems.
- Map and improve billing journeys, identifying pain points and recommending enhancements.
- Monitor performance through dashboards and KPIs to track billing satisfaction and behaviour.
- Analyse complaints and failures to identify root causes and drive resolution.
- Ensure compliance and risk mitigation by aligning the roadmap with KTLO and regulatory needs.
- Develop and deliver clear, consistent billing communications that reflect our brand.
- Use data and insights to shape a customer-focused billing roadmap.
- Support testing and delivery, ensuring changes are implemented effectively and on time.
- Coordinate delivery planning and ensure business readiness through training and communication.
Base Location: Hybrid - Clearwater Court - RG1 8DB
Hours: 36 hours per week
What you should bring to the role:
- Collaboration & Communication: Confidently lead cross-functional teams and influence stakeholders at all levels.
- Customer Journey Expertise: Skilled in mapping and improving end-to-end customer experiences.
- Strategic Thinking: Proven ability to create actionable roadmaps aligned with business goals.
- Analytical & Problem-Solving Skills: Use data to identify issues, prioritise improvements, and drive change.
- Agile & Adaptable: Comfortable managing multiple workstreams in fast-paced, dynamic environments.
- Customer-Centric Mindset: Passionate about enhancing the customer experience at every touchpoint.
- Resilience & Precision: Calm under pressure, with strong attention to detail and organisational skills.
- Innovative Thinking: Continuously seeking creative, tech-enabled ways to improve processes.
What’s in it for you?
- Competitive salary of up to £55,000 per annum, dependent on experience.
- 26 days holiday per year, increasing to 30 days with the 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:
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.
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.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
Journey Manager in Reading employer: Pertemps
Contact Detail:
Pertemps Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Journey Manager in Reading
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Thames Water. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer journey management. Think about how you can showcase your strategic thinking and problem-solving skills with real examples.
✨Tip Number 3
Show off your analytical side! Be ready to discuss how you've used data to improve customer experiences in the past. This will highlight your customer-centric mindset and innovative thinking.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Thames Water family.
We think you need these skills to ace Journey Manager in Reading
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer journey management. Use keywords from the job description to show that you understand what Thames Water is looking for.
Showcase Your Collaboration Skills: Since this role involves working cross-functionally, share examples of how you've successfully collaborated with different teams in the past. This will demonstrate your ability to lead and influence stakeholders effectively.
Highlight Your Analytical Mindset: Emphasise your analytical skills by discussing how you've used data to identify issues and drive improvements in previous roles. This aligns perfectly with the need for strategic thinking in the Billing Journey Manager position.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you're proactive and genuinely interested in joining the Thames Water family!
How to prepare for a job interview at Pertemps
✨Know the Billing Journey Inside Out
Before your interview, make sure you understand the entire customer billing journey. Familiarise yourself with common pain points and think about how you would improve them. This will show that you're not just interested in the role but also passionate about enhancing the customer experience.
✨Showcase Your Collaboration Skills
Since this role involves working cross-functionally, be prepared to discuss examples of how you've successfully collaborated with different teams in the past. Highlight your communication skills and how you’ve influenced stakeholders to achieve a common goal.
✨Bring Data-Driven Insights
Thames Water values analytical skills, so come armed with examples of how you've used data to identify issues and drive improvements. Be ready to discuss specific KPIs or metrics you've worked with and how they informed your decision-making process.
✨Demonstrate Your Customer-Centric Mindset
Make it clear that you’re passionate about the customer experience. Share stories that illustrate your commitment to understanding customer needs and how you've gone above and beyond to enhance their journey. This will resonate well with the company's focus on customer satisfaction.
