Job title Head of Digital Process Excellence Ref 44493 Division Digital Location Hybrid - Clearwater Court - RG1 8DB Contract type Permanent Full/Part-time Full-time Salary Competitive salary up to £86,000 per annum Job grade C Closing date 20/03/2026
What you’ll be doing as Head of Process Excellence
* Lead the design, deployment, and continuous improvement of process excellence initiatives across Thames Water’s Digital function.
* Develop and implement frameworks and methodologies for continuous improvement, using data-driven insights and industry best practices.
* Identify opportunities to simplify, streamline, and transform digital processes through close collaboration with cross-functional teams.
* Establish and monitor process performance metrics and KPIs to track improvements, performance trends, and operational impact.
* Drive the adoption of improvement methodologies.
* Investigate and embed process workflow automation and AI as governed, scalable capabilities that standardise execution, improve performance, and ensure control, transparency, and regulatory compliance.
* Champion a culture of innovation, operational excellence, and continuous improvement across the Digital organisation.
* Mentor team members and stakeholders in process improvement approaches, building organisational capability and confidence.
* Engage with senior leadership to align process excellence initiatives with Thames Water’s strategic objectives and digital roadmap.
* Provide clear reporting and insight on process performance and improvement outcomes to senior stakeholders.
* Support the identification and delivery of operational efficiencies across the Digital function.
* Accountable for establishing, chairing, and sustaining the process governance, ensuring Digital processes are consistently defined, governed, measured, and continuously improved in line with enterprise standards, regulatory obligations, and operational priorities.
Base location – Hybrid – Clearwater Court, Reading.
Working pattern – 36 hours Monday to Friday.
What you should bring to the role
* Proven experience leading process excellence or operational improvement initiatives in large, complex organisations.
* Strong background in digital transformation, operational improvement, or service optimisation environments.
* Demonstrated experience applying structured process improvement methodologies such as Lean, Six Sigma, or Agile.
* Strong analytical and problem-solving capabilities with the ability to interpret data, diagnose operational issues, and implement effective solutions.
* Excellent leadership and stakeholder management skills with the ability to influence at senior levels across business and technology teams.
* Outstanding communication and presentation skills, able to engage and inspire diverse audiences.
* Experience driving organisational change and embedding a continuous improvement culture.
* Ability to operate strategically while remaining hands-on in shaping improvement initiatives and frameworks.
Technical experience and skills
* Strong knowledge of process improvement frameworks including Lean, Six Sigma, Agile, or similar methodologies.
* Experience in defining and implementing operational performance metrics, KPIs, and reporting frameworks.
* Experience in analysing operational and service performance data to identify improvement opportunities.
* Understanding of digital operating models, service management processes, and workflow optimisation.
* Experience working across cross-functional teams in technology or digital delivery environments.
Desirable qualifications and experience
* Professional certification in process improvement methodologies such as Lean Six Sigma Black Belt or equivalent.
* Experience working within regulated or asset-intensive industries such as utilities, energy, infrastructure, or transport.
* Experience in building or establishing a process excellence or continuous improvement function.
* Experience supporting large‑scale digital transformation or operational improvement programmes.
What’s in it for you?
* Competitive salary up to £86,000 per annum, depending on experience.
* Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays).
* Performance‑related pay plan directly linked to both company and individual performance measures and targets.
* Generous Pension Scheme through AON.
* Access to lots of benefits to help you take care of yourself 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.
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 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.
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.
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