Affinity Water have an exciting job opportunity to become a Customer Journey Transformation Lead working within our Customer Experience directorate.

The Role:

As a Customer Journey Transformation Lead, you will help with shaping the vision against the strategic direction for end-to-end customer journeys including the design, performance and continual improvement.

You will also be accountable for defining, prioritising and delivering the product direction ensuring the right outcomes are achieved for customers and the business.
You will shape, design and deliver product features within your specialised area for a new billing platform and new operating model. Working closely with the Head of Experience Delivery and cross-functional teams you will translate customer, operational and regulatory needs into a clear target journey vision and supporting product capabilities, ensuring solution align to end-to-end outcomes.

What you'll be doing:

• Ownership of the to-be state and vision for Debt & Collections within a large transformation programme for both the customer experience and operating model.

• Partner with Business Analysts to explore problems statements and user needs, define process flows, rules and edge cases and clarify and agree assumptions and dependencies.

• Act as the focal point for all teams contributing to the Debt & Collections future state, ensuring alignment across technology operations and customer experience.

• Contribute to management insight frameworks to monitor & measure performance, data confidence, customer behaviour and realised business efficiencies.

What you'll need:

• Experience working in a change, transformation, service improvement or product delivery environment.

• Experience contributing to the design or improvement of customer journeys, services or operational processes.

• Experience working collaboratively with delivery teams to develop and implement solutions (experience of Agile ways of working is helpful but not essential).

• Strong analytical and problem-solving skills, able to interpret data and insights to inform decisions.

• Strong stakeholder engagement and influencing skills, able to align multiple teams around a shared outcome.

Advert Closing Date: 23/6//26

Benefits:

• Salary: Up to £54,500 (dependant on skills and experience)

• Hours of work: 08:30am - 17:00pm (Mon - Thurs) 08:30am - 16:30pm (Friday) Minimum two working days in the office.

• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.

• Entry into the company annual bonus scheme.

• Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.

• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.

• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)

• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.

• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.

• Access to our Wellbeing Centre with support for looking after your physical and mental health.

• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.

• Up to 4 Affinity days a year to volunteer in the community.

• Life Assurance.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.