Customer Outcome Lead

This Customer Outcome Lead position with Pertemps Thames Water is based in Reading on a full-time contract, offering £70,000 to £80,000 annually, dependent on skills and experience. The successful candidate owns the customer engagement strategy, product vision and business requirements for Developer Services Digital Transformation under Project Axis. Collaborating with Product Owners, Journey Owners and subject matter experts, they ensure priorities, customer journeys and solutions align with customer needs, business goals and measurable outcomes.

Responsibilities include clarifying requirements for key design and delivery decisions, improving D-MeX, enhancing customer experience and boosting operational effectiveness, supporting Thames Water's ambition for a more resilient, customer-focused service. Strong stakeholder management and strategic thinking are essential. This role owns the customer engagement strategy, product vision and business requirements for Developer Services Digital Transformation through Project Axis. It ensures priorities, customer journeys and solutions are shaped around customer needs, business goals and measurable outcomes.

Working across Product Owners, Journey Owners and SMEs on Developer Services Transformation Project Axis, the role brings customer and business needs into key design and delivery decisions, ensuring requirements are clear, practical and ready to move forward. Ultimately, it helps improve D-MeX, customer experience and operational effectiveness, supporting Thames Water’s ambition for a more resilient, customer-focused service. Own the product vision and customer strategy, ensuring Project Axis stays focused on customer needs, business priorities and clear outcomes.

Shape customer journeys and requirements, making sure they are clear, practical and ready to move into delivery. Champion the customer and business voice, influencing key decisions so solutions work for customers and the wider operation. Lead prioritisation and decision-making, balancing customer value, D-MeX, operational performance and what can realistically be delivered. Bring teams together around a shared vision, creating strong alignment across Product Owners, Journey Owners, SMEs and transformation teams.

Keep delivery focused on real-world impact, driving better customer journeys, improved D-MeX and more effective, sustainable ways of working.

This is an 18 month fixed term contract Hybrid with 2 office days per week Based in Reading.

• Shape the product vision and customer journey, turning customer and business needs into clear, practical requirements that support successful change.
• Be a strong voice for customers and the business, ensuring their needs are considered throughout design, prioritisation and delivery decisions.
• Work collaboratively across a range of teams, including Product Owners, Journey Owners, subject matter experts and delivery teams, to align requirements and outcomes.
• Turn customer and operational needs into clear requirements, using your business analysis expertise to provide useful inputs for service and product design.
• Help prioritise the changes that matter most, supporting effective decision-making and focusing on improvements that deliver real customer and business value.
• Identify opportunities to improve the customer experience, helping to create simpler, smoother and more effective services while improving operational effectiveness.

Offering an annual salary between £70,000 - £80,000 per annum depending on skills and experience.

Find out more about our benefits and perks.

• 26 days holiday per year, increasing to 30 with…