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Digital eservice product executive

Thames Water
Date Posted
4th December 2018
Secretarial, PA & Admin
£30,000 to £40,500 Per Annum

What is the purpose of the role?

As a Digital Service Product Executive you will support delivery of the Thames Water digital self-serve roadmap and our logged-in proposition. We are looking for someone to champion the Thames Water digital suite of services and support the Product Owner in continuously improving the customer experience, in-life performance and product development. Using insight and data to champion test based improvements. You will work to ensure users are presented with the best journey experience and their needs can be met with minimum effort, reducing cost to serve and supporting the drive to increase self-serve channel share.

What makes this role unique?

Our goal is to be the best of all utilities in the digital space. This is a unique opportunity to take on the challenge of flipping traditional utility perception on its head, and creating content that can actually make a difference in the community and the environment. This is an exciting opportunity to join a growing digital team that will challenge the traditional view of utility and lead Thames Water to deliver an excellent digital experience for customers and support our brand purpose.

What will this role involve?

Support Senior Digital Service Product Owner, content owners and customer insights to deliver the destination experience that meets customer requirements in accordance with the customer experience programme;

Working with the digital content team to drive take up of self-serve propositions with customers via effective campaigns;

Support journey for specific self-serve propositions and journeys relating to the overall digital roadmap including full journey lifecycle from on-boarding and in-life and cross proposition take-up;

Manage the deployment and approvals of continuous journey improvements for the areas using Sitecore CMS;

Work with digital customer experience team and business content owners as well as agencies and in-house creative and brand teams to deliver a creative and content roadmap for propositions;

Translate business ideas into detailed requirements and user stories;

What are we looking for?

To be successful in this role you will be an experienced digital professional with experience in a digital experience-related role with proven passion for product development. You will have worked with a range of digital platforms, Sitecore being a distinct advantage. Previous experience working with digital product development and project management teams, including an understanding of the technical aspects (whilst not a technical expert) is advantageous.You will be solutions and outcomes focussed whilst incorporating innovation and creativity and equally as important being able to demonstrate your passion about understanding customers and their needs. Excellent interpersonal skills - with the ability to deal with individuals at all levels of the company and articulate technical issues in a straightforward manner; Proficiency on web content management systems, Sitecore, an understanding of waterfall and agile methodologies and UX and UI design principles would be a distinct advantage

Thames Water information and salary details

This role is based in our Head office in Reading, located close to Reading train station, offering a salary of £30,000 - £38,000 per annum depending on experience. There is a competitive salary package includes up to 28 days annual leave, generous pension scheme whereby the company will match twice of what you contribute up to 12% company contribution, life insurance of 8 x salary, annual pay review, season ticket loans and loyalty awards for continuous service and much more!

About Thames Water

Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.

We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 18/12/2018.

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