Business Transformation Lead

As Business Transformation Lead, you'll play a pivotal role in transforming Thames Water's Developer Services function, leading an ambitious business-led programme from technology implementation through to wider operational change. You'll take ownership of the end-to-end transformation, including the migration from SAP to Salesforce, launch of a new customer portal, and redesign of key business processes and services.

What you'll be doing as a Business Transformation Lead

Building on the strong foundations already established in Developer Services Digital Transformation through Project Axis, you'll drive the programme towards delivering meaningful outcomes for customers, colleagues and regulators. At the heart of the role is creating a simpler, more consistent and customer-focused service through smarter digital channels, increased self-service, improved visibility and communication, and more effective ways of working.

+ Own the transformation vision for Project Axis, setting the roadmap, investment case and outcomes in line with business, customer and regulatory priorities.
+ Lead the transformation end-to-end, bringing people, process, technology and data together to deliver lasting change across the organisation.
+ Redesign and simplify ways of working, ensuring new processes and services are practical, consistent and focused on better outcomes.
+ Lead the move from SAP to Salesforce and drive adoption of new digital customer channels, making it easier for customers to self-serve, stay informed and get the support they need.
+ Challenge and shape delivery priorities, ensuring the programme remains focused on value, simplicity and managing risk while bringing business, operational, product and technology teams together.
+ Deliver measurable business impact, improving customer experience, D-MeX, operational efficiency and cost-to-serve, with clear ownership of benefits from delivery through to everyday operations.

+ Proven transformation leadership, delivering customer-focused programmes that improve processes, systems and overall service delivery.
+ Strong Salesforce experience, with the ability to shape requirements, redesign processes and ensure solutions deliver real business and customer value.
+ Experienced in regulated environments, ideally across utilities, developer services or other complex, customer-facing organisations.
+ Confident leader and influencer, able to set clear direction, challenge thinking, engage executives and bring diverse teams together to make decisions.
+ Customer and service focused, with strong experience in service design, journey improvement, process simplification and delivering practical, sustainable change.
+ Strong delivery and governance capability, including agile ways of working, risk management, benefits realisation and transformation across Salesforce, SAP migration and digital channels; relevant Agile, Lean or Service Design qualifications are desirable.

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.

+ Offering an annual salary between £75,000 - £85,000 depending on skills and experience
+ 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
+ Generous Pension Scheme through AON
+ 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.
+ Performance-related pay plan directly linked to company performance measures and targets.