Delivery & Governance Lead - Customer Experience

Pertemps Thames Water; Swindon; Hybrid; GBP 38,000 - 64,000; Full time

Benefits offered by this job

Salary up to £64,000 per annum

26 days holiday + bank holidays

Performance bonus

Pension scheme (AON)

Health & wellbeing benefits

Cycle to Work scheme

Job summary

Thames Water is seeking a Delivery & Governance Lead to champion improvements across people, processes, and technology within our Complaints function. You will own initiatives from start to finish, ensuring measurable value and alignment with customer experience and business performance.

Hybrid role in Walnut Court, SN2 8BN, 36 hours per week. We are looking for proven stakeholder management, strong analytical skills, and a track record in Customer Service environments, with experience in

Qualifications

• Experience in stakeholder management and influencing at all levels.
• Strong analytical skills to elicit requirements and define solutions.
• Demonstrated experience in a Customer Service environment with improving processes.

Responsibilities

• Lead end-to-end delivery of initiatives with a structured, customer-centred approach.
• Produce clear reporting and governance presentations for stakeholders.
• Manage risks and issues, maintain RAID register, escalate when needed.
• Collaborate with subject matter experts to track progress, benefits and blockers.
• Build business cases and drive continuous improvement.
• Influence stakeholders at all levels to gain buy-in and ensure success.
• Prioritise workload based on business value and listen to end users.

Skills

Stakeholder management

Analytical skills

Customer service

Continuous improvement

Cross-functional teamwork

Planning and prioritisation

Job description

Thames Water is seeking a Delivery & Governance Lead to champion improvements across people, processes, and technology within our Complaints function. You will own initiatives from start to finish, ensuring measurable value and alignment with customer experience and business performance.

Hybrid role in Walnut Court, SN2 8BN, 36 hours per week. We are looking for proven stakeholder management, strong analytical skills, and a track record in Customer Service environments, with experience in