Location
Reading

Hours
Hybrid with 2 office days per week

Salary
£75,000 - £85,000 per annum, depending on skills and experience

About the Role
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 will 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.

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.

You will 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, Developer Services MeX (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.

Experience
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. Experience in regulated environments, ideally across utilities, developer services or other complex, customer-facing organisations.

About you
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.

Qualifications
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.