Process Specialist

We’re looking for a strong problem solver with excellent stakeholder management skills and the confidence to present at senior level. You’ll understand our markets, uphold governance standards, and drive sustainable efficiency improvements while supporting auditing, training, and quality frameworks.

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.

• Monitor and measure performance - own KPIs, reporting, and frameworks to track process effectiveness.
• Drive continuous improvement - champion initiatives that deliver sustainable impact on performance and business outcomes.
• Shape and support change - provide SME input, assess impacts, and oversee delivery to ensure real business value.
• Enhance capabilities - use insights to identify opportunities to optimise or develop new processes and tools.
• Enable people and partners - support training, create documentation, and collaborate with service providers to resolve issues.
• 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

• Strong end-to-end knowledge of Service Delivery processes, with awareness of digital systems, capabilities, and limitations.
• Proven change management experience, delivering customer-focused initiatives with measurable business benefits.
• Data-driven decision maker – confident analysing insights from multiple sources, using tools like Power BI (desirable), and presenting clear recommendations to senior stakeholders.
• Collaborative and innovative leader, able to inspire excellence, encourage continuous improvement, and drive quality frameworks that enhance performance.
• Skilled communicator and presenter, able to build effective relationships and influence stakeholders at all levels, internally and externally.
• Experienced in matrix environments, working across business services and functions to align priorities and deliver results.

What’s in it for you?

• Competitive salary starting from £33,000.
• 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.

Find out more about our benefits and perks

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.
Learn more about our purpose and values

Working at Thames Water
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.