At a Glance
- Tasks: Lead the digital transformation of customer products and services at Southern Water.
- Company: Join Southern Water, a leader in transforming the water industry.
- Benefits: Competitive salary, car allowance, bonus potential, and hybrid working.
- Other info: Be part of a dynamic team driving significant change in a vital industry.
- Why this job: Shape the future of digital services and make a real impact on customer experience.
- Qualifications: Proven experience in digital service leadership and transformation.
The predicted salary is between 80000 - 100000 £ per year.
Location: Hybrid working between our head office in Worthing c2-3 days pw and home.
Contract Type: 2 year fixed-term contract
Hours: 37 hours per week, Monday - Friday
Salary: Competitive salary commensurate with experience + £500 monthly car allowance, bonus up to 20% and single PMI
About the role
We’re looking for an exceptional digital leader to shape the future of customer digital products and services at Southern Water. This is a highly influential senior role within our Customer Directorate, responsible for defining and delivering a digital-first service model that makes it easier, faster and more intuitive for customers to interact with us.
You’ll own the strategic direction and performance of our digital customer channels, ensuring they deliver excellent customer outcomes, improve adoption, reduce avoidable contact and drive measurable reductions in cost to serve. Joining us at a pivotal moment, with major transformation underway, you’ll play a central role in building a modern, insight-led and economically efficient digital service ecosystem that supports customers, colleagues and the wider business.
This role offers significant visibility across our Executive and senior leadership community, with real scope to influence strategic decisions, shape investment priorities and embed digital-first thinking across customer operations, technology, product, policy and service design.
You’ll be responsible for:
- Defining and delivering the digital customer service vision, strategy and roadmap, aligned to the wider organisational strategy and customer outcomes.
- Owning the end-to-end performance of digital service channels, with clear measures across adoption, containment, conversion, customer satisfaction, cost to serve and return on investment.
- Driving the shift from assisted to digital channels, increasing self-service and digital completion while maintaining a high-quality customer experience.
- Using customer insight, behavioural data and performance analytics to optimise journeys, reduce avoidable contact and improve completion rates.
- Leading end-to-end service redesign, championing user-centred design, accessibility, inclusive design and service design best practice.
- Working closely with Customer Operations, Contact Centre, Technology and Product teams to identify automation, AI-enabled support and digital enablement opportunities.
- Translating strategy into a prioritised delivery roadmap, managing dependencies across digital, technology, operations and policy teams.
- Ensuring digital initiatives are delivered at scale, with clear benefits realisation, governance and return on investment.
- Establishing strong governance for digital service development, performance management, risk, regulatory compliance, data protection and service resilience.
- Leading and developing a high-performing multidisciplinary function across digital product, customer experience, product channel, analytics and service design.
- Building strong relationships with senior stakeholders, influencing at executive level and helping the organisation adopt fundamentally new ways of working.
Please note that all our Senior Leaders are required to take part in a standby rota, typically 1 week in 8. More details can be provided at interview.
What you’ll bring to the role:
Essential
- Significant experience leading digital service channels in a complex organisation.
- Proven track record of delivering digital-first service transformation at scale.
- Strong experience managing digital channel performance using data, KPIs and customer insight.
- Demonstrable success in reducing cost to serve while improving customer experience.
- Deep understanding of user-centred design, service design and digital product management.
- Experience working across multidisciplinary teams, including digital, technology, operations and customer services.
- Strong strategic capability, with the ability to translate vision into practical delivery and measurable outcomes.
- Executive-level credibility, with the resilience, gravitas and influencing skills to lead transformation through complexity, ambiguity and challenge.
- Strong commercial and financial acumen, including value realisation, prioritisation and return on investment.
Desirable
- Experience implementing automation, self-service or AI-enabled customer support.
- Knowledge of accessibility standards and inclusive design practices.
- Experience operating in regulated, public service or high-volume customer environments.
- Familiarity with predictive analytics, behavioural insight or real-time digital optimisation approaches.
- Professional training or accreditation in digital product, service design, human-centred design, Lean, Six Sigma or similar continuous improvement methodologies.
About Southern Water
Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.
You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation.
Our mission is to protect and enhance life through water and we need passionate people to help us achieve it. If you’re inspired by our purpose and believe you can contribute, apply today. You don’t need to meet every criterion; what matters most is your drive to make a difference.
If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself.
Our Commitment to Diversity
We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.
Additional information
In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years. Appointment to this role is subject to the successful completion of all pre‑employment checks, including security vetting. Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting, which may involve providing additional documentation.
Head of Digital Customer Products in Worthing employer: SouthernWaterServices
Southern Water is an exceptional employer, offering AI Automation Engineers the chance to work with cutting-edge technologies like Microsoft Copilot and Power Platform in a dynamic and supportive environment. With a strong commitment to employee growth through training and development opportunities, as well as a focus on diversity and inclusion, Southern Water fosters a culture where innovative ideas thrive and every team member can make a meaningful impact on the future of water services.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Digital Customer Products in Worthing
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SouthernWaterServices. 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 SouthernWaterServices 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 Head of Digital Customer Products in Worthing
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 SouthernWaterServices:Your cover letter is your chance to shine! Tell us why you want to work at SouthernWaterServices 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 SouthernWaterServices!
How to prepare for a job interview at SouthernWaterServices
✨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.
