What you’ll be doing
as the Metering Journey Manager
As the central link between service design, product, data, digital, communications, and customer service teams, you’ll drive collaboration and innovation to deliver a frictionless metering experience. You’ll blueprint current processes, identify pain points, and use insights to create a roadmap for continuous improvement. From monitoring performance and building dashboards to resolving issues quickly and ensuring compliance, you’ll play a critical role in shaping strategy and delivering operational excellence.
Key accountabilities
1. Lead collaboration across multiple teams to align metering processes and customer experience.
2. Map and improve journeys, identifying pain points and designing future-state solutions.
3. Drive process excellence by implementing enhancements that reduce friction and improve satisfaction.
4. Monitor performance through dashboards and KPIs, using insights to inform decisions.
5. Ensure compliance with KTLO and regulatory requirements while supporting delivery readiness.
6. Communicate effectively, crafting clear, consistent, and on-brand messaging for customers.
Location: Hybrid - Clearwater Court - RG1 8DB
Hours: 36 hours per week
What you should bring
To thrive in this role, you’ll need:
7. Exceptional communication and stakeholder management skills – able to influence and build trusted relationships at all levels.
8. Customer journey expertise – experience mapping and improving complex journeys across multiple systems and touchpoints.
9. Strategic roadmap development – skilled in creating and maintaining clear improvement plans aligned with business priorities.
10. Analytical mindset – ability to interpret data, identify root causes, and prioritise improvements.
11. Problem-solving and resilience – comfortable making informed decisions under pressure and managing competing priorities.
12. Customer-centric approach – passionate about enhancing user experience and reducing friction.
13. Agile delivery experience – familiarity with fast-paced, iterative environments and ability to adapt workstreams effectively.
14. Organisational excellence – strong attention to detail and ability to manage multiple priorities concurrently.
15. Innovation mindset – continuously seeks new ways to improve processes using technology, insights, and creative thinking.
16. Data-driven decision making – experience leveraging analytics and customer insights to inform strategies and drive engagement.
17. Business readiness expertise – ability to ensure changes are communicated, adopted, and embedded across teams.
What’s in it for you?
18. Competitive salary of up to £55,000 per annum.
19. 26 days holiday per year, increasing to 30 days with the length of service. (plus bank holidays)
20. Performance-related pay plan directly linked to company performance measures and targets.
21. Generous Pension Scheme through AON.
22. 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.