Developer Customer Services Transformation Lead

We’re offering a unique opportunity to join us as Customer Transformation Lead – Developer Services, where you’ll be instrumental in driving the future of customer experience in a newly formed and growing business area. This is more than a role—it’s a chance to lead meaningful change that shapes how we deliver services to our customers through our internal teams and our external delivery partners.

As a visible and strategic leader, you’ll take ownership of our Developer Services transformation, improving the Developer Services Measure of Experience (DMEX), influencing customer outcomes, and ensuring change is targeted for our customer segments and joined up throughout our journeys.

 What you’ll be doing as a Customer Transformation Lead – Developer Services
As Customer Transformation Lead, you’ll focus on implementing strategic change to improve the end-to-end experience for Developer Services customers. You’ll ensure internal teams and external delivery partners are aligned on what matters most—our customers.

You’ll be responsible for:

• Leading and delivering initiatives and change that enhance customer experience and drive DMEX performance improvements
• Building robust business cases and leading delivery to time and budget
• Forming and leading a new team—setting the tone, shaping routines, and fostering a high-performing culture
• Acting as the Business Lead for the E2E Developer Services Transformation project—defining the strategy and prioritising a roadmap that delivers high customer and business value
• Collaborating with delivery partners, internal stakeholders, and senior leadership to align service delivery with customer outcomes
• Facilitating workshops, reviewing data and insight, and influencing change through strong evidence and customer feedback
• Engaging with customer feedback forums and panels to ensure change is rooted in real-world experience

Base location: Hybrid/Reading - Occasional travel primarily within the Thames Water region
Working pattern: Full-time

What you should bring to the role
We’re looking for someone with a passion for driving change and the skills to bring people with them. The right person will have:

• Proven experience delivering customer-focused transformation programmes
• Strong stakeholder management skills, including influencing senior leaders and third-party partners
• The ability to translate insight and feedback into tangible action and improved outcomes
• Experience building and leading new teams in a dynamic environment
• Confidence in developing and presenting business cases
• A collaborative mindset and a drive to improve how we work and deliver for our customers
• Experience in the water industry or Developer Services, or experience working in a regulated sector with external delivery partners (Desirable)

What’s in it for you?
This is a rare opportunity to shape a new function, select your own team, and influence how a major utility delivers value to its customers. You’ll play a vital role in a business-critical area during a pivotal period (AMP 2025–2030), with the visibility and support to make a lasting impact.

You’ll join a business with purpose and the scale to drive real change, with the chance to develop personally and professionally in a supportive and flexible environment.
You’ll be joining a supportive and forward-thinking team, with scope to innovate, influence, and grow your leadership skills in a dynamic environment. The work you do will help us build a better, more resilient Developer Services offering – for today and tomorrow. Please note that the internal job title for this role is DMEX Lead.

• Competitive salary from £60,000 to £70,000 per annum, dependent on experience
• 26 days holiday per year increasing to 30 with length of service (plus bank holidays)
• Car Allowance (if applicable)
• Annual Bonus
• Generous Pension Scheme through AON
• Private Medical Health Care
• Access to a range of health and wellbeing support, shopping discounts, Cycle to Work scheme and more

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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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.

Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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.