First chief digital officer committed to improving customer experience

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Thames Water has appointed its first chief digital officer


John Beaumont, 39, joins Britain’s biggest water company after 12 years focused on customer and operational-led transformations as a partner at Bain & Company, the global management consultant.

He will start work in September and is responsible for IT, data analytics and the application of digital technologies across Thames Water.

Thames Water chief executive Steve Robertson said: “Providing our 15 million customers with the best possible water and wastewater service includes making innovative use of digital channels to improve communication and customer experience.

“At the same time, digital technologies have a huge part to play in finding more efficient ways to manage our networks and equipment. Having a chief digital officer will transform the way we work and I’m delighted John has agreed to take on this exciting new role.”

John, who spent the majority of his Bain career working in infrastructure-heavy industries, said: “I’m thrilled to be joining Thames Water. The application of digital technologies will both improve customer outcomes and reduce operating costs, and I’m excited to help Thames Water on this journey.

“I have been hugely impressed by the team Steve has assembled, and feel privileged to be joining them as we transform Thames Water into the UK’s best water company.”

In his 12-year career at Bain & Company, John worked extensively in the digital and technology space across many industries.

Before joining Bain, he spent five years at Deloitte and also had a short stint at PA Consulting. John is married to Deborah and is a father to three boys.

He graduated from the University of Nottingham with an electronic engineering degree with distinction from IEEE (Institute of Electrical and Electronics Engineers), after winning the Blackwell Prize for Academic Excellence in the Faculty Of Engineering and IEEE Year Prize for outstanding achievement.

Thames Water has made a number of improvements to its digital customer channels this year, including the introduction of 24-hour social media coverage on Twitter and Facebook.

A new webchat service is also due to launch this month, while major upgrades are underway to make the company website more interactive for its 15 million customers across London and the Thames Valley.