CX Content Lead

Shape the Future of Digital Customer Experience at Thames Water
Are you a digital content leader who thrives in Agile environments, loves technology, and is passionate about making a measurable impact? We’re looking for a CX Content Lead to drive the evolution of our online presence, lead a talented team, and set new standards for content excellence across our digital channels.

What You’ll Be Doing as a CX Content Lead

• Lead and Inspire: Manage, coach, and develop a diverse team of content designers and editors—setting clear standards, building trust, and bringing everyone on the journey to high performance.
• Champion Agile Content Delivery: Embed Agile ways of working, collaborating closely with designers, developers, and product managers to deliver rapid, customer-focused improvements.
• Shape the Content Vision: Define and drive a clear, customer-centric content strategy - aligning tone, structure, and messaging with business goals, championing best practices, and ensuring every piece of content delivers measurable impact.
• Own the Content Ecosystem: Take charge of our content management systems, ensuring efficient, scalable, and innovative content operations.
• Data-Driven Decisions: Use Google Analytics, heat mapping, and research tooling to measure content performance, understand user behaviour, and ensure our content truly lands with customers.
• Continuous Improvement: Lead content audits, updates, and lifecycle management—always looking for ways to optimise discoverability, accessibility, and customer satisfaction.
• Strategic Influence: Partner with senior stakeholders, represent content design at cross-functional forums, and help shape the future of digital customer experience at Thames Water.

Location: Hybrid/Reading (minimum one day in the office per week, with flexibility to attend additional days as required for team meetings, projects, or during onboarding)
Working pattern: Full time 36 hours (Monday to Friday)

What you should bring to the role

• Significant experience in content design, content strategy, or UX writing for large-scale, high-profile websites, demonstrating advanced skills in structuring and writing content for digital services.
• Excellent people management skills—able to set standards, build culture, and bring teams together to champion user-centred design and drive continuous improvement.
• Deep expertise in content management systems and digital tooling, with a strong editorial judgement and meticulous attention to detail.
• Advanced skills in Google Analytics, heat mapping, and research tools to confidently interpret analytics and research insights, measuring and optimising content performance.
• Strong Agile delivery experience, working collaboratively within multidisciplinary teams, closely partnering with designers, developers, and product managers.
• Deep understanding of accessibility and inclusive content principles, with practical experience applying WCAG guidelines, and a passion for plain language and user-centred design.
• Confident communicator and influencer, able to engage stakeholders at all levels and present to senior audiences.
• Willingness to flex working hours as required, supporting the resolution of high-priority or out-of-hours website content issues and incidents.
• Experience supporting strategic planning, budgeting, and prioritisation of content-related initiatives, as well as familiarity with content governance frameworks and CMS tooling.
• Experience collaborating with SEO specialists and analytics teams, and a tech-savvy approach with the ability to quickly adapt to new digital tools and technologies.

What’s in It for You?

• Competitive salary from £62,650 - £70,000 per annum
• 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Car Allowance
• Performance-related pay plan directly linked to company performance measures and targets
• Generous Pension Scheme through AON
• Private Medical Health Care
• 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.