Head of Experience Delivery

at  Affinity Water

Are you ready to lead a digital transformation that will redefine customer experiences and enhance operational efficiencies? We’re looking for an inspiring and strategic leader for the position of Head of Experience Delivery who can drive transformative improvements across our customer journeys, optimise resources, and deliver value to both our customers and shareholders.
About Us
Affinity Water is the UKs largest water-only supplier, providing sustainable, high-quality water to 3.9 million customers across the Southeast of England. We are on a mission to redefine the way water companies connect with their customers and communities, and to make better use of water and safeguard the local environment now and in the future. We’re immensely proud of our incredible teams making this happen.
About You
You are an accomplished, customer-focused leader with a passion for creating solutions that enhance customer experiences. Your strategic approach and influential presence will drive change, foster collaboration, and ensure our customer-first ethos is realised across all aspects of the business.
Purpose of the Role

As Head of Experience Delivery, you will:

• Act as the senior advocate for our digital customer roadmap.
• Lead a cross-functional team of product owners, ensuring a unified customer experience.
• Define and design digital products that align with an optimised operating model.
• Champion the customer, ensuring that our processes meet and exceed customer expectations.

Key Responsibilities

• Strategy and Leadership: Define and execute our customer channel strategy, working closely with cross-functional teams to deliver seamless, impactful customer experiences.
• Transform Customer Journeys: Map out current and future customer journeys, using data to identify inefficiencies and customer needs.
• Stakeholder Engagement: Collaborate with executive stakeholders, keeping them informed and engaged with our vision.
• Data-Driven Decisions: Use customer insights and analytics to shape strategies that anticipate and meet evolving customer needs.
• Operational Improvement: Drive efficiencies through digital transformation, championing cost-to-serve models and streamlined processes.

How You’ll Succeed

• Leverage your expertise in journey and channel strategy, leading multi-disciplined teams to deliver end-to-end digital and customer experience solutions.
• Utilise your extensive experience in leading organisational change and project management to implement meaningful transformation.
• Demonstrate strong stakeholder engagement and influence, ensuring alignment with company objectives.
• Apply a customer-centric mindset, using data and insights to consistently improve outcomes.

Essential Skills and Experience

• Proven track record in delivering complex, cross-organisational projects.
• Deep understanding of customer journey strategy, product management, and agile methodologies.
• Strong communication skills, able to present effectively across all levels, including Executive and Board level.
• Experience in working with third-party service integrators and consultants.

Highly organised with a keen attention to detail and the resilience to lead and inspire your team through change.
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• Strategy and Leadership: Define and execute our customer channel strategy, working closely with cross-functional teams to deliver seamless, impactful customer experiences.
• Transform Customer Journeys: Map out current and future customer journeys, using data to identify inefficiencies and customer needs.
• Stakeholder Engagement: Collaborate with executive stakeholders, keeping them informed and engaged with our vision.
• Data-Driven Decisions: Use customer insights and analytics to shape strategies that anticipate and meet evolving customer needs.
• Operational Improvement: Drive efficiencies through digital transformation, championing cost-to-serve models and streamlined processes