What you’ll be doing
as a Process Specialist
You’ll take ownership of a portfolio of end-to-end Service Delivery processes, ensuring they run smoothly and deliver great outcomes for customers and Thames Water. Working closely with stakeholders and outsourced partners, you’ll drive performance, champion continuous improvement, and keep processes efficient, effective, and future-ready.
1. Monitor and measure performance - own KPIs, reporting, and frameworks to track process effectiveness.
2. Drive continuous improvement - champion initiatives that deliver sustainable impact on performance and business outcomes.
3. Shape and support change - provide SME input, assess impacts, and oversee delivery to ensure real business value.
4. Enhance capabilities - use insights to identify opportunities to optimise or develop new processes and tools.
5. Enable people and partners - support training, create documentation, and collaborate with service providers to resolve issues.
6. Build strong relationships - work across departments and with outsourced partners to ensure compliance, effectiveness, and shared success.
Based in our Clearwater Court office in Reading.
This is a Hybrid role with the office days being a Tuesday and one Thursday every month.
What you should bring to the role
7. Strong end-to-end knowledge of Service Delivery processes, with awareness of digital systems, capabilities, and limitations.
8. Proven change management experience, delivering customer-focused initiatives with measurable business benefits.
9. Data-driven decision maker – confident analysing insights from multiple sources, using tools like Power BI (desirable), and presenting clear recommendations to senior stakeholders.
10. Collaborative and innovative leader, able to inspire excellence, encourage continuous improvement, and drive quality frameworks that enhance performance.
11. Skilled communicator and presenter, able to build effective relationships and influence stakeholders at all levels, internally and externally.
12. Experienced in matrix environments, working across business services and functions to align priorities and deliver results.
What’s in it for you?
13. Competitive salary starting from £33,000.
14. 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
15. Generous Pension Scheme through AON.
16. 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.