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Operations Manager (Digital Customer Services)

Date:  30-Jul-2022
Company:  DWR Cymru Cyfyngedig Welsh Water Plc
City:  Cardiff

Cardiff, Wales, GB, CF3 0LT

Job Requisition Number                              3021                                                                              
Work Type Permanent
Job Function IT
Salary Range

Circa £55,000

+ annual salary uplift
+ annual cost of living increase + bonus


Closing Date

Cardiff  Office & Home Working (Hybrid)

Applicants are encouraged to apply ASAP.



About the role

As Digital Delivery and Insights Manager you will be responsible for agile delivery of new products and services that support our business plan priorities, as well as ensuring that our current digital services meet the needs and expectations of our customers.


The focus of the role is to improve the digital customer experience and reduce costs.  This role will be expected to identify opportunities to enhance our range of digital services and ensure that we prepare for emerging business and technological challenges.  As Digital Delivery and Insights Manager you will be responsible for digital innovation in customer services and working with the operational business to develop the strategies to maximise adoption of our digital services in a way that delivers efficiency improvements and cost reduction benefit.


What you’ll be responsible for

Digital Automation, Insight and Horizon Scanning

  • Maximise the opportunities for, and lead the delivery of, digital automation across Welsh Water’s customer journeys.
  • Use insight and analysis to assess and communicate the impact and effectiveness of digital automation, ensuring that this insight is acted on and incorporated into plans.
  • Work closely with stakeholders in throughout all stages of the automation lifecycle, ensuring that expectations and requirements are properly understood and that they are fully informed about ongoing developments and future improvement opportunities.
  • Undertaking regular external benchmarking exercises to ensure that we understand developments within and outside of the water sector and to identify opportunities to improve the digital customer journey.


Digital Product Owner

  • Develop and maintain Welsh Water’s digital customer service platform, working with the senior management team to develop the strategies to maximise customer adoption, improve the effectiveness of current services and to implement new services that deliver business plan priorities.
  • Develop and own the Customer Digital Strategy, ensuring that it is supported by the underlying technology stack and has a clearly defined and roadmap.
  • Establish and maintain a digital performance framework, aligned to the overall business plan and agreed with the operational business, and which drives continuous improvement of the digital service. 
  • Develop insight and analysis that helps the business understand the effectiveness of digital services and digital customer journeys, and opportunities for improvement.
  • Act as ‘digital customer journey’ owner, ensuring that pain points are understood and addressed
  • Work collaboratively with the operational business, project and ITS teams to deliver new and enhanced digital services, ensuring that business requirements are understood and translated into project specifications and changes are delivered in via an Agile project lifecycle, and benefits are tracked.
  • Develop and deploy visualisation tools that provide regular reports to the Retail Leadership and Senior Management teams on digital performance and trends.
  • Undertake regular benchmarking external benchmarking and customer research to build our knowledge of trends and developments in technology that could improve the effectiveness and efficiency of our digital services.


Digital Team  

  • Lead the Digital Services Team, ensuring that they understand the Customer Digital Strategy and roadmap and are engaged and motivated to deliver it. 
  • Ensure that development and succession plans are in place for each member of the team which are suited to their learning style, personal goals and business needs.
  • Role model our company values and behaviours, setting high personal standards and professionalism.
  • Ensure that your team have clarity on their purpose in role and to create a culture that embraces change, is results-orientated and a ‘can-do’ attitude.



  • Achieve financial budget and proactively identify cost reduction opportunities
  • Develop business cases to support investment in new services, gaining business support for cost reduction commitments
  • Represent the Retail business unit within the ITS (Welsh Water IT department) governance processes and ensure that its interests and priorities are properly understood.
  • Effective management of our key digital vendors (list), complying with Welsh Water’s supplier management framework
  • Participate in the Digital Services standby rota
  • Carry out other related duties as required to meet business needs




Who you’ll be working with

  • Welsh Water Retail Senior Management teams
  • Welsh Water Communications team
  • Welsh Water IT (ITS) teams
  • Welsh Water Data Science team
  • Internal and external project teams
  • Digital services vendors (list) and other IT suppliers



About you







  • Demonstrable experience in delivering digital customer services and enabling improved service and efficiency.  Experience of Microsoft Manager, Mulesoft, Global Pay,  Social Media platforms is desirable



  • Demonstrable experience in leading a high performing team delivering exceptional results



  • Practical delivery experience working with digital platforms, website and app development



  • Demonstrable experience of working in a support function to enable the delivery of strategic goals



  • Utilising data to drive decision making and business change



  • Experience of managing  technical projects and system upgrades



  • Demonstrable knowledge in all aspects of Digital evolution, customer channel shift and Business Process Automation



Knowledge & Skills

  • Coach and develop a team of professionals and create a culture of innovation and continuous improvement



  • Proven ability to analyse data and provide meaning insights on the back of the findings



  • Strong   planning and organisational skills



  • Excellent communication skills, with the ability to explain technical information to a non-technical audience quickly



  • The successful candidate will be an expert at investigating, analysing, storing, reporting on and interpreting data



  • Have the drive and energy to produce excellent results and to continually find ways of improving relationships, outputs, and processes



  • Ability to take responsibility for deliverables and any associated issues, to be accountable for their timely delivery and quality



  • To lead and develop a highly engaged and motivated team



  • The ability to look at issues from a broad perspective, to come up with imaginative solutions, and to identify innovative alternatives to typical, unusual, or difficult situations or problems



  • Aptitude for being able to learn and adapt quickly to new technical knowledge and be able to utilise the necessary tools to develop reporting products







Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

© Dŵr Cymru Cyf 2019.

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