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.

This is an 18 month fixed term contract
Hybrid with 2 office days per week
Based in Reading

What you should bring to the role

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.

What’s in it for you?

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.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

Who are we?
We’re the UK’s largest water and…