Journey Manager

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.

You will 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.

• 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

To thrive in this role, here’s what you will need:

• 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 work streams 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.

• Competitive salary of £65,000 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.

Find out more about our benefits and perks

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. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

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.

Real purpose, real support, real opportunities. Come and join the Thames Water family.

Learn more.

We’re committed to being a great, diverse, and…