Continuous Improvement Lead

Are you passionate about driving operational excellence and delivering customer-focused solutions? Thames Water is looking for a Continuous Improvement Lead to play a pivotal role in optimising our bill-to-cash journey, ensuring it meets customer needs while maximising efficiency and aligning with our strategic goals.

What you will be doing the Continuous Improvement Lead, as part of the Platform Capability team, you’ll work independently to solve complex problems, apply strong analytical skills, and collaborate effectively across Retail functions. Owning the system change roadmap within the Billing Product team and partner with stakeholders in Customer Services, Income, and Collections to deliver proactive improvements and process excellence.

Success in this role requires curiosity, motivation, and exceptional communication skills, as you’ll influence senior leadership and cross-functional teams to define and deliver impactful change initiatives.

Key Responsibilities

Lead System Change Roadmap

• Own the Income/Billing SAP Product Team roadmap, ensuring delivery of effective changes to improve BAU processes.
• Collaborate with digital teams to implement best-in-class system changes.
• Act as Business Analyst to build robust requirements and shape change direction through stakeholder engagement.

Manage Scripting Suite & Operational Controls

• Deliver controlled mass processing through scripting to enable automation and process improvements.

Partner with External Vendors

• Ensure clear understanding of business requirements and successful, incident-free delivery.
• Maintain accountability for planning, execution, and reporting, including training for end users.

Act as SAP Subject Matter Expert

• Provide guidance and support for technical issue resolution, acting as a key conduit between Retail and Digital partners.

Support Operational Teams

• Drive process enhancements, provide coaching, and assist with incident resolution across Retail teams.

Stay Ahead of Industry Trends

• Keep up to date with new processes and systems to enable continuous improvement and forward-thinking solutions.

What You Should Bring to the Role

To thrive in this role the essential criteria is:

• Proficiency in Microsoft 365 applications, including Excel, Outlook, PowerPoint, and Word.
• Excellent understanding of end-to-end metering, billing, and finance processes.
• Deep expertise in SAP Utilities and related systems.
• Strong stakeholder management skills, with the confidence to challenge effectively.
• Solid understanding of systems architecture and integration.
• Experience working in Agile environments and applying Agile methodologies.
• Proficiency in using Macros, LSMW, or other scripting tools for automation.
• Skilled in the use of Microsoft Azure DevOps for managing change and delivery.

Essential Technical Skills & Qualifications

• Proven experience in leading complex projects or programmes from inception to delivery.
• Strong communication and influencing skills, with the ability to engage effectively at all levels, including senior leadership.
• Exceptional attention to detail, combined with strong organisational and prioritisation skills.
• Personable and collaborative, with excellent relationship-building capabilities across the business.
• Ability to review, interpret, and draw insights from large data sets.

What’s in it for you?

• Competitive salary from £44,000 to £55,000 per annum, depending on skills and experience.
• 26 days holiday per year, increasing to 30 days with the length of service. (plus bank holidays)
• Performance-related pay plan directly linked to company performance measures and targets.
• 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.