Who are we?

We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes.   Our main role is to ensure customers can turn on the tap and get world-class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.

We’re an essential service and have operated throughout the Covid19 pandemic, and we need you to help us to deliver an excellent service so we can continue to be there for our customers. 


About the role

We are looking for a Process and Continuous Improvement specialist to join our FCC (Financial Customer Care) improvement team, to help us achieve our set goals for the coming year.

You will be an advocate of customer centricity and continuous improvement, paying due diligence to our customers and working with internal/external teams, to create successful outcomes for them. 

This is a 6 - 8 month fixed term contract. 

What you’ll be doing

  • You will use the right metrics to baseline current performance and work with FCC departments to understand our customer journeys, their moments of truth, along with their pain points
  • Using insight and data, understand the root cause of those customer pain points
  • Create successful customer outcomes for our customers, that are supported by robust processes for our colleagues 
  • Creating improvement business cases that support our department mission statement
  • Owning the definition and delivery of our FCC improvement plan
  • Tracking and reporting on project progress, determining if improvement initiatives are achieving the expected success or require intervention
  • Help create and introduce Standard performance - Visual Management across your supporting area
  • Promoting and delivering a cultural change programme across your areas of responsibility.


Your experience may include: 

  • Previously working in a professional services environment where you've been involved in continuous improvement business transformation projects/programmes
  • End to end experience in process improvement
  • Ability to analyse data and insight to identify opportunities for improvement projects/initiatives
  • Operational Excellence experience
  • Experienced at leading CI workshops
  • Delivering training/coaching relating to Continuous Improvement
  • Liaising with and presenting to senior stakeholders
  • Having great communication and influencing skills

Desirable qualifications

  • Lean Six Sigma Yellow or Green Belt
  • Customer Experience (e.g. ACXS, CCXP or similar) 


Here’s why you should join us! 

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing with length of service and a wider benefits scheme.  

We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach where we’ll provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.

Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability

Confident Leader and we’re a Times Top 50 Employer for Women. 

Click here to find out more about working at Thames Water.