Location
Hybrid/Reading (with home working and occasional travel)

Hours
Full time – 36 hours per week

Salary
£52,000 to £70,000 per annum, dependent on experience

About the Role
We’re looking for a number of Transformation Managers to support our Strategic Operations & Transformation (SO&T) team in delivering meaningful, people‑led change across our Customer function. SO&T sits at the centre of major transformational change within Thames Water, reshaping the operating model and overseeing strategic insourcing and outsourcing of critical workstreams. Acting as the organisation’s central intelligence, you will connect moving parts, guide decision‑making, and ensure transformation is coherent, coordinated, and future‑focused.

This role focuses on operational transformation, enabling behaviour change, operational uplift, and real‑world improvements rather than IT systems delivery. You will help drive our AMP7 ambitions by shaping how customers, colleagues, and communities experience Thames Water every day.

As a Transformation Manager, you will identify opportunities, shape solutions, and ensure people and operations are ready for change. Working across customer‑facing teams, you will deliver improvements that support our purpose: “to deliver life’s essential service, so our customers, communities and the environment can thrive.” You will support the organisation’s shift from reactive models to proactive, intelligent, and sustainable systems, essential for a resilient future amid climate change, population growth, and pollution.

Your responsibilities include:
- Coordinating complex transformation activity within SO&T to ensure alignment and future focus
- Leading people‑centric transformation across Customer Operations
- Analysing data to identify opportunities to improve service, simplify processes, and optimise performance
- Creating actionable recommendations and collaborating with cross‑functional teams to implement change
- Preparing and supporting teams to adopt new ways of working
- Managing risks, issues, and dependencies across initiatives
- Producing high‑quality project documentation and coaching others in change practices
- Designing and delivering communications and engagement to support smooth transformation journeys

This is a people‑driven, operational transformation role ideal for someone who thrives in ambiguous environments and enjoys collaborating with operational teams to deliver meaningful improvements.

Experience
- Demonstrable delivery success in a large, capital‑intensive environment (Utilities or Manufacturing desirable)
- Experience influencing and coaching stakeholders through change at varying business levels
- Strong analytical and problem‑solving skills with ability to turn insight into practical action

About you
- Self‑motivated, pragmatic, and driven with a strong delivery mindset
- Excellent communication skills and a strong customer ethic
- Outstanding attention to detail and organisational skills
- Proactive and ideas‑led approach, always seeking opportunities to simplify or improve
- Resilient, flexible, and tenacious when navigating complex change

Qualifications
- Degree‑level qualification in a Business or Professional discipline (e.g., HR, Engineering) is desirable
- Change, project, or programme management credentials are advantageous