CX Content Lead

Job title CX Content Lead  Division Retail Location Hybrid - Clearwater Court - RG1 8DB
Contract type Permanent Full/Part-time Full-time Salary Offering between £62,650 - £70,000 per annum, dependant on experience, plus car allowance, bonus, healthcare and other benefits Job grade C Closing date 05/12/2025

Are you a digital content leader who thrives in Agile environments, loves technology, and is passionate about making a measurable impact? We’re looking for a CX Content Lead to drive the evolution of our online presence, lead a talented team, and set new standards for content excellence across our digital channels.

• Lead and Inspire: Manage, coach, and develop a diverse team of content designers and editors—setting clear standards, building trust, and bringing everyone on the journey to high performance.
• Champion Agile Content Delivery: Embed Agile ways of working, collaborating closely with designers, developers, and product managers to deliver rapid, customer-focused improvements.
• Shape the Content Vision:
  Define and drive a clear, customer-centric content strategy - aligning tone, structure, and messaging with business goals, championing best practices, and ensuring every piece of content delivers measurable impact.
• Own the Content Ecosystem: Take charge of our content management systems, ensuring efficient, scalable, and innovative content operations.
• Data-Driven Decisions: Use Google Analytics, heat mapping, and research tooling to measure content performance, understand user behaviour, and ensure our content truly lands with customers.
• Continuous Improvement: Lead content audits, updates, and lifecycle management—always looking for ways to optimise discoverability, accessibility, and customer satisfaction.
• Strategic Influence: Partner with senior stakeholders, represent content design at cross-functional forums, and help shape the future of digital customer experience at Thames Water.

Location: Hybrid/Reading (minimum one day in the office per week, with flexibility to attend additional days as required for team meetings, projects, or during onboarding)

Working pattern: Full time 36 hours (Monday to Friday)

• Significant experience in content design, content strategy, or UX writing for large-scale, high-profile websites, demonstrating advanced skills in structuring and writing content for digital services.
• Excellent people management skills—able to set standards, build culture, and bring teams together to champion user-centred design and drive continuous improvement.
• Deep expertise in content management systems and digital tooling, with a strong editorial judgement and meticulous attention to detail.
• Advanced skills in Google Analytics, heat mapping, and research tools to confidently interpret analytics and research insights, measuring and optimising content performance.
• Strong Agile delivery experience, working collaboratively within multidisciplinary teams, closely partnering with designers, developers, and product managers.
• Deep understanding of accessibility and inclusive content principles, with practical experience applying WCAG guidelines, and a passion for plain language and user-centred design.
• Confident communicator and influencer, able to engage stakeholders at all levels and present to senior audiences.
• Willingness to flex working hours as required, supporting the resolution of high-priority or out-of-hours website content issues and incidents.
• Experience supporting strategic planning, budgeting, and prioritisation of content-related initiatives, as well as familiarity with content governance frameworks and CMS tooling.
• Experience collaborating with SEO specialists and analytics teams, and a tech-savvy approach with the ability to quickly adapt to new digital tools and technologies.

• Competitive salary from £62,650 - £70,000 per annum
• 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Performance-related pay plan directly linked to company performance measures and targets
• Generous Pension Scheme through…