Business Specialist Lead

Thames Water; England; Hybrid; GBP 60,000 - 67,000; Full time

Job summary

A leading UK water company is seeking a Business Specialist Lead on a 13 – 18 month contract. This role involves managing business readiness, driving change in processes, and leading stakeholder engagements. The ideal candidate will have experience in change management, excellent communication skills, and relevant certifications. You will play a crucial role in ensuring operational readiness for new systems and processes. The position offers a competitive salary of £60,000 to £67,000, along with excellent benefits.

Benefits

Competitive salary

Annual leave: 26 days, increasing to 30

Performance-related pay plan

Generous Pension Scheme

Health and wellbeing benefits

Qualifications

• Proven experience delivering large-scale change in complex customer service environments.
• Strong project management and organizational skills.
• Exceptional communication and stakeholder engagement abilities.

Responsibilities

• Lead Business Readiness Planning and develop a comprehensive plan.
• Collaborate with process owners to define new operating models.
• Conduct impact assessments and support change management activities.

Skills

Project management

Stakeholder engagement

Change management

Process design

Organizational skills

Education

Project Management certification (e.g., PMP, PRINCE2)

Change Management certification (e.g., Prosci)

Job description

Overview

Are you an experienced leader with a passion for driving change? Do you thrive in dynamic environments where your expertise shapes the future of large-scale operations? Thames Water is looking for a Business Specialist Lead on a 13 – 18 month Fixed Term Contract / Secondment to join our programme team at the Design stage, reporting directly to the Head of Programme. As part of the senior leadership team, you’ll play a pivotal role in ensuring our organisation is ready to embrace new processes, systems, and ways of working. Your work will enable a smooth transition and deliver maximum business value.

Responsibilities

• Lead Business Readiness Planning: Develop and maintain a comprehensive plan aligned to the programme timeline, identifying risks and mitigation strategies.
• Shape Future Processes: Collaborate with process owners and subject matter experts to define and embed new operating models.
• Build Capability: Define training needs, oversee design and delivery, and ensure teams are equipped for success.
• Engage Stakeholders: Create clear communication plans, facilitate workshops, and act as the key liaison between project and business units.
• Drive Adoption: Conduct impact assessments, support change management activities, and track readiness metrics.
• Ensure Go-Live Success: Coordinate cutover activities, business continuity planning, and provide post-launch support.

Location & Hours

Hybrid - Walnut Court - SN2 8BN 2 days in the office per week
Hours 36 hours per week

Qualifications

• Proven experience delivering large-scale change in complex customer service environments (telephony and back office).
• Strong project management and organisational skills.
• Expertise in business readiness, change management, or transformation programmes.
• Exceptional communication and stakeholder engagement abilities.
• Knowledge of process design and training development methodologies.
• Ability to manage multiple priorities under pressure.
• Collections knowledge is a bonus but not essential.
• Project Management certification (e.g., PMP, PRINCE2).
• Change Management certification (e.g., Prosci).
• Experience in large-scale transformation or system implementation projects, with familiarity in both Waterfall and Agile approaches.

Benefits & Perks

• A competitive starting salary of £60,000 and up to £67,000 per annum, depending on skills and experience per annum.
• 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 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.

About Thames Water

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.

Why Join Us?

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.

Commitment to Diversity

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.

Application Deadline

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.