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Posted Date:  18 Mar 2026
Posting End Date:  01-April-26
Location:  Coventry
Company:  Severn Trent Water
Department:  Wholesale Market Unit
Salary (£):  £47,000 - £65,000

Customer Journey Manager

Business Unit : Customer Solutions 

Division : CS DS Developer Services 

Pay Grade Level : Level 2 - Team Manager 

Post end date : 01-April-26 

Salary Range : £47,000 - £65,000 

Role Type :  Full Time Contract 

Secondment length : NA 

Recruiter : Daniel McCormack 

Manager Name : Natasha Haywood 

 

 

 

Our people and culture are the heart of our success. That's why we're dedicated to nurturing and growing talent from within, offering our people the chance to expand their skills and explore new career paths.

 

Whether you're aiming for a promotion or considering a lateral move to a different department, we encourage and support your journey. If you're enthusiastic about learning, eager to advance, and ready to make a significant impact, we want you to take the next step in your career with us.

 

Join us in our mission to create a sustainable and supportive future for everyone. Let's make great things happen together, because we do more, because we care.

 

 

 

EVERYTHING YOU NEED TO KNOW

 

 

We’re looking for a passionate and strategic Customer Journey Manager to shape, optimise, and continuously improve the journeys that matter most to our business customers. In this role, you will drive measurable improvements in B‑MeX performance, reduce customer pain points, and ensure Severn Trent delivers a simple, consistent, and high‑quality experience every time.

 

Working at the heart of our Wholesale Market Unit (WMU), you’ll collaborate across Digital, Data, Operations and Market Strategy to build journeys that not only meet regulatory expectations but help us become the leading wholesaler for customer satisfaction.

 

You’ll also lead and develop a team of Case Workers, building new ways of working, strengthening ownership and accountability, and ensuring we respond faster and more consistently to our customers’ needs.

 

 

WHAT YOU’LL BE RESPONSIBLE FOR

 

 

Own and Improve Customer Journeys

 

  • Design, define, and continuously improve end‑to‑end business customer journeys
  • Develop clear journey standards, service expectations, and customer experience principles
  • Maintain detailed journey maps, dashboards, and insight to highlight pain points

 

Lead B‑MeX Performance

 

  • Shape and deliver the B‑MeX improvement strategy
  • Analyse feedback, complaints, root‑cause data, and operational trends
  • Drive measurable improvements in quality, timeliness, communication, and trust
  • Represent journey performance in governance, operational reviews and regulatory discussions
  • Lead a team of Case Workers, building a high‑performing team from the ground up

 

Deliver Continuous Improvement

 

  • Lead cross‑functional squads to deliver customer‑focused transformation
  • Prioritise resource and investment based on customer outcomes and regulatory requirements
  • Work closely with Digital, Data, Market Strategy, and Operations to embed sustainable change

 

Influence and Build Strong Relationships

 

  • Engage and influence senior leaders and operational stakeholders
  • Champion the business customer voice in every design and decision
  • Build collaborative relationships with retailers and market bodies

 

Use Data and Insight to Drive Action

 

  • Harness insight to identify systemic issues impacting satisfaction, trust, and ease
  • Monitor journey risk and regulatory compliance
  • Track and report journey performance and improvement progress

 

 

 

HOW WE WORK

 

 

At our core, we’re a team that puts the customer first, not as a slogan, but as a daily mindset. We challenge ourselves to see the world through our customers’ eyes and shape experiences that feel effortless, human, and genuinely helpful.

 

We collaborate openly, breaking down silos and bringing together people from across Digital, Operations, Data, Market Services and beyond. We listen to each other, we test ideas, and we build solutions that make a lasting difference.

 

Data guides our decisions, but curiosity fuels them. We constantly explore what could be better, what isn’t working, and what might unlock a smoother, simpler journey for the businesses we serve. And when we spot an opportunity, we don’t wait, we act, we iterate, and we improve.

 

We believe in leading through influence, not hierarchy. The strongest outcomes come from shared ownership, clear purpose, and a collective commitment to doing what’s right for our customers.

 

Above all, we work with purpose, ambition and heart, because creating brilliant customer experiences isn’t just our job; it’s what drives us every day.

 

 

 

WHAT WE’RE LOOKING FOR

 

We’re looking for someone who sees customer experience not just as a process  but as a craft. Someone who can blend empathy, data, strategy, and creativity to shape journeys that truly make a difference. You’ll naturally thrive in environments where collaboration is key, where curiosity is valued, and where influencing without authority is part of everyday life.

 

In this role, you’ll bring a strong foundation in customer experience, journey design and service improvement, the kind of experience that helps you see beyond the symptoms to uncover what really drives customer behaviour. You’ll feel comfortable diving into complex data, interpreting it with confidence, and turning insight into meaningful action.

 

You’ll be someone who can build trust across teams and levels of seniority, creating alignment and shared purpose even when the stakes are high or the path isn’t yet clear. Change doesn’t intimidate you,  in fact, you’re energised by it. Whether leading cross‑functional work, shaping a new way of operating, or coaching a team through transformation, you bring others with you.

 

You communicate clearly and compellingly, translating complexity into simplicity. You’re passionate about customer‑centric design, continuous improvement, and the belief that every interaction , no matter how small  shapes how a customer feels.

 

And while not essential, experience in a regulated environment, the water sector, or the wholesale/retail market is a welcome bonus. If you’re familiar with Lean, journey mapping, or service design thinking, that’s even better  but above all, we’re looking for someone with the mindset, drive, and vision to elevate our customer experience to another level.

 

 

 

HOW WE’LL REWARD AND CARE FOR YOU IN RETURN

 

 

It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

 

  • Competitive salary offering of £47,000 - £65,000 
  • 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
  • Annual bonus scheme (of up to £2,225, which is subject to eligibility)
  • Family-friendly policies (including a year off fully paid maternity and adoption leave)
  • Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%) 
  • Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
  • Dedicated training and development with our Academy
  • Electric vehicle scheme and retail offers
  • Two paid volunteering days per year

 

 

 

WHAT’S NEXT

 

We can't wait to hear from you!

 

Before you apply, you’ll need an updated copy of your CV and about five minutes to spare. We’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails.  

 

 And if this has sparked your curiosity, and you're wanting to find out even more, search #LifeAtSevernTrent on social media or view us on Glassdoor.

 

Apply now »