Transformation Lead: SAP to Salesforce & Customer Experience

idibu; Reading; Hybrid; GBP 75,000 - 85,000; Full time

Benefits offered by this job

26 days holiday (plus bank holidays)

Generous Pension Scheme (AON)

Health & wellbeing benefits

Performance-related pay

Job summary

Thames Water is seeking a Business Transformation Lead to drive a major programme across technology implementation and operational change in Reading. You will own end-to-end transformation, including migrating SAP to Salesforce and launching a new customer portal.

This 18‑month fixed‑term, hybrid role offers £75,000–£85,000, 26 days’ holiday (plus bank holidays), a generous pension, and benefits focused on health, wellbeing and financial security.

Qualifications

• Proven transformation leadership delivering customer-focused programmes.
• Strong Salesforce experience to shape requirements and redesign processes.
• Experience in regulated environments, ideally utilities or similar.
• Confident leader able to align executives and diverse teams.
• Customer and service focus with journey improvement and process simplification.
• Strong delivery and governance capabilities, with agile, risk management and benefits realisation.

Responsibilities

• Own the transformation vision and roadmap for Project Axis.
• Lead end-to-end transformation across people, process, technology and data.
• Redesign and simplify ways of working for practical, consistent outcomes.
• Drive SAP to Salesforce migration and adoption of new digital channels.
• Shape delivery priorities to maximise value while managing risk.
• Deliver measurable business impact across CX, D-MeX, and cost-to-serve.

Skills

Transformation leadership

Salesforce experience

Regulated environments

Leadership & influence

Customer and service focus

Delivery governance

Tools

Salesforce

SAP

Job description

Thames Water is seeking a Business Transformation Lead to drive a major programme across technology implementation and operational change in Reading. You will own end-to-end transformation, including migrating SAP to Salesforce and launching a new customer portal.

This 18‑month fixed‑term, hybrid role offers £75,000–£85,000, 26 days’ holiday (plus bank holidays), a generous pension, and benefits focused on health, wellbeing and financial security.