Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead collaboration to enhance customer journeys and improve metering processes.
- Company: Join a forward-thinking company focused on innovation and customer experience.
- Benefits: Competitive salary, generous holiday, performance bonuses, and wellness benefits.
- Other info: Hybrid working model with opportunities for professional growth.
- Why this job: Shape the future of customer experiences while driving operational excellence.
- Qualifications: Strong communication skills and experience in mapping customer journeys.
The predicted salary is between 39600 - 66000 £ per year.
As the central link between service design, product, data, digital, communications, and customer service teams, you’ll drive collaboration and innovation to deliver a frictionless metering experience. You’ll blueprint current processes, identify pain points, and use insights to create a roadmap for continuous improvement. From monitoring performance and building dashboards to resolving issues quickly and ensuring compliance, you’ll play a critical role in shaping strategy and delivering operational excellence.
Key accountabilities:
- Lead collaboration across multiple teams to align metering processes and customer experience.
- Map and improve journeys, identifying pain points and designing future-state solutions.
- Drive process excellence by implementing enhancements that reduce friction and improve satisfaction.
- Monitor performance through dashboards and KPIs, using insights to inform decisions.
- Ensure compliance with KTLO and regulatory requirements while supporting delivery readiness.
- Communicate effectively, crafting clear, consistent, and on-brand messaging for customers.
What you should bring:
- Exceptional communication and stakeholder management skills – able to influence and build trusted relationships at all levels.
- Customer journey expertise – experience mapping and improving complex journeys across multiple systems and touchpoints.
- Strategic roadmap development – skilled in creating and maintaining clear improvement plans aligned with business priorities.
- Analytical mindset – ability to interpret data, identify root causes, and prioritise improvements.
- Problem-solving and resilience – comfortable making informed decisions under pressure and managing competing priorities.
- Customer-centric approach – passionate about enhancing user experience and reducing friction.
- Agile delivery experience – familiarity with fast-paced, iterative environments and ability to adapt workstreams effectively.
- Organisational excellence – strong attention to detail and ability to manage multiple priorities concurrently.
- Innovation mindset – continuously seeks new ways to improve processes using technology, insights, and creative thinking.
- Data-driven decision making – experience leveraging analytics and customer insights to inform strategies and drive engagement.
- Business readiness expertise – ability to ensure changes are communicated, adopted, and embedded across teams.
What’s in it for you?
- Competitive salary of up to £55,000 per annum.
- 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.
Journey Manager employer: Thames Water
Contact Detail:
Thames Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Journey Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We can’t stress enough how valuable personal connections are when it comes to landing that Journey Manager role.
✨Tip Number 2
Prepare for interviews by practising your storytelling skills. We want you to showcase your journey expertise and problem-solving abilities. Use real examples to demonstrate how you've improved customer experiences in the past.
✨Tip Number 3
Don’t just wait for job postings! Be proactive and reach out to companies you admire, including us at StudySmarter. Express your interest in potential roles and share how you can contribute to their metering journey.
✨Tip Number 4
Stay organised and keep track of your applications and follow-ups. We recommend using a simple spreadsheet to monitor where you’ve applied, who you’ve spoken to, and any upcoming interviews. It’ll help you stay on top of your game!
We think you need these skills to ace Journey Manager
Some tips for your application 🫡
Show Your Journey Mapping Skills: When you’re writing your application, make sure to highlight your experience in mapping and improving customer journeys. We want to see how you've tackled complex processes and what innovative solutions you've implemented.
Communicate Clearly: Your written application should reflect your exceptional communication skills. Craft clear and concise messages that showcase your ability to influence and build relationships. Remember, we value clarity and consistency!
Be Data-Driven: Don’t forget to mention your analytical mindset! Use specific examples of how you've leveraged data to inform decisions and drive improvements. We love seeing candidates who can turn insights into action.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Thames Water
✨Know Your Journey Mapping
Make sure you brush up on your journey mapping skills. Be ready to discuss specific examples of how you've identified pain points and improved customer experiences in previous roles. This will show that you understand the complexities involved in managing customer journeys.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical mindset. Bring examples of how you've used data to inform decisions and drive improvements. Being able to interpret KPIs and dashboards will be crucial, so think about how you can present this effectively during the interview.
✨Communicate Clearly and Confidently
Since exceptional communication is key for this role, practice articulating your thoughts clearly. Think about how you can convey complex ideas simply and effectively, especially when discussing collaboration across teams. Remember, it's all about building trust and relationships!
✨Emphasise Your Problem-Solving Skills
Be prepared to share examples of how you've tackled challenges in fast-paced environments. Highlight your resilience and ability to manage competing priorities. This will show that you're not just a thinker but also a doer who can adapt and deliver under pressure.