Product Owner

Are you a dynamic professional with a passion for transforming customer and agent experiences? Join Thames Water as a Product Owner (Agent Experience) and be at the forefront of our digital-first journey.

What you will be doing as the Product Owner: In this pivotal role, you will drive
impactful, continuous improvements that enhance both customer and agent interactions, while working closely with cross-functional teams to deliver meaningful change. You will take ownership of our product roadmap, aligning it with our customer strategy and ensuring the delivery of valuable outcomes. Acting as the vital link between business and development teams, you’ll translate insights into innovative products that make a real difference.

If you're a visionary problem solver who loves using technology to create solutions and build strong relationships, we want to hear from you!

Key Accountabilities

• Shape the vision and strategy – Partner with business stakeholders to define a clear product vision and strategy, linking real-world business goals to actionable outcomes.
• Measure impact – Track, analyse, and report on agent experience improvements, adapting plans to maximise value and effectiveness.
• Drive modern delivery practices – Champion iterative ways of working that enable continuous improvement and rapid value delivery.
• Make data-driven decisions – Use data, feedback, and business priorities to make informed, evidence-based choices.
• Collaborate and align – Work closely with subject matter experts and stakeholders to create and maintain a clear, prioritised product roadmap. Build strong relationships and ensure shared understanding of goals.
• Champion user needs – Listen to and interpret feedback from end users to ensure every product delivers real customer and agent value.
• Partner for solutions – Collaborate with Digital teams to define problem statements and co-create effective solutions, driving iterative change and continuous improvement.
• Own the backlog – Ensure requirements are well-defined, prioritised, and grounded in evidence to focus effort where it matters most.

What You Should Bring to the Role

To thrive in this role, the essential criteria you’ll need are:

• Experience using modern delivery practices and working across multiple products.
• Hands-on background with customer service tools and digital applications.
• Strong analytical and decision-making skills, able to manage competing priorities.
• Confidence in presenting roadmaps, progress and risks to stakeholders.
• Proven ability to work collaboratively with strategic, design and technical teams.
• Excellent written and verbal communication, engaging effectively at all levels.
• Practical experience in a contact centre environment, delivering measurable improvements to customer and agent experience.
• Familiarity with AWS in large, complex environments (advantageous).
• A proactive, curious self-starter who gets things done at pace.

Base location: Hybrid - Clearwater Court - RG1 8DB

Hours: 36 per week, Monday to Friday

What’s in it for you? 

• A starting salary of £52,000 and up to £60,000 per annum, depending on skills and experience.
• 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

Who are we?

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.

Learn more about our purpose and values

Working at Thames Water

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. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.