Customer Experience Design Lead - Reading, United Kingdom - Thames Water

Thames Water

Verified Company

Reading, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Who are we?
Thames Water is the UK's largest water and wastewater company.

We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

What you will be doing:

We are looking for a
Customer Experience Design Lead to lead the Transformation Design function where the customer transformation is brought to life from reimagining and designing the customer journeys through to the creative aspects from designand communications to ensure we offer a best-in-class customer experience through our digital channels.

This role of
Customer Experience Design Lead is responsible for all customer-facing usability experience and interface (UX/UI) design, including the associated systems and tooling.

You will provide the leadership, vision and strategy for Design.

You will also be the design authority for the website, ensuring that the look, feel and content of the website is in line with our brand and strategic ambitions.

This role will work in conjunction with other roles such as journey design, content, customer communications and product owners to design, create and maintain excellent digital experiences that drive Thames Water's strategic ambitions of brilliant customerengagement, customer experience and channel shift.

You will be accountable for stakeholder engagement across all areas of Thames Water to help deliver customer and business outcomes through website and product design.

You will lead a team of up to 6 Product Designers (UX/UI). You will create the processes andgovernance to allow your team to deliver brilliantly.

We're looking for you to:

Excellent leadership skills experience of managing and inspiring a design team, sharing expertise, and implementing design bestpractice
Exceptional listening, communication, and interpersonal skills. Proven ability to collaborate with stakeholders across the business on large transformational programs, to ensure that usercentered design is at the forefront of decision making. Comfortablepresenting to leadership teams.
Experience of working within and alongside Agile delivery teams
Excellent understanding of website accessibility standards and usability principles
Proficient in key tooling (examples include Figma, Decibel, Userlytics, Google Analytics or their equivalents)
Strong record of closely working with Content, Product (including developers and testers) and Journey Design teams

What's in it for you?

Our competitive salary and package include a bonus, car allowance, private healthcare, an excellent contributory pension and 26 days holiday per year increasing to 30 with length of service.

We're proud of the positive ways of working we've adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive.

For our office-based roles, we're moving to a hybrid approach with various options across workingfrom home, office, and our sites.

We'll cover this during the assessment process.
Thames Water is a dynamic,?rewarding, and diverse place to work, with opportunities around every corner.
If you join our team, you'll enjoy a fulfilling career, flexible working?arrangements, and really great benefits.

We're also proud to be an equal opportunityemployer, Stonewall Diversity Champion, and Disability Confident Leader and we're a Times Top 50 Employer for Women.

?
Find out more about?working at Thames Water.
We deliver life's essential service so our customers, communities, and the environment can thrive. This means, that when a crisis happens, we all rally around to support our customers.

As part of your role, you'll be required to participate in a rota to provideCustomer Incident Support, as requested by the Company from time to time.

This may be by supporting our customers on the frontline as an Ambassador or being part of the team managing the incident as a Control Tower Lead.

This is incredibly rewarding, and you'llbe given full training - it's also a great opportunity to learn more about our business and meet colleagues.