Head of Digital Process Excellence

Job title Head of Digital Process Excellence  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

• 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.

• 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.

• 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.

• 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.

• 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‑relate…