Process Performance Lead

Closing Date

Job Title: Process Performance Lead

Location: Hybrid working between our head office in Durrington (Worthing) 2 days pw, and home.

Contract Type: Permanent

Hours: 37 hours per week, Monday - Friday

Salary: Starting salary of up to £45,000, commensurate to skills and experience.

About the role

Water underpins everyday life, yet it remains an industry that is still evolving in how it uses data, insight and performance to drive outcomes. At Southern Water, that is changing.

We are building a new Process & Intelligent Automation capability at the heart of the organisation. This is not about incremental improvements, it is about fundamentally redefining how we measure, understand and optimise our end‑to‑end processes to deliver better outcomes for customers, regulators and the business.

As Process Performance Lead, you will play a key role in shaping that future.

This is a strategic role within a growing capability, giving you the opportunity to define how process performance is measured, governed and improved across the organisation. You will establish KPI frameworks, lead performance insight, and ensure that data‑driven decision making is embedded into how we operate.

Working closely with Process Architects, Analysts, and Automation teams, you will act as a trusted advisor to senior stakeholders, providing clear, actionable insight that drives performance improvement and informs transformation priorities.

This role goes beyond reporting – it is about creating the measurement foundations that enable process excellence at scale.

What you’ll be responsible for:

• Designing and governing enterprise‑wide KPI, SLA and process performance frameworks aligned to our process architecture
• Defining meaningful performance metrics that reflect efficiency, customer outcomes, compliance, risk and service reliability
• Analysing operational and customer data to identify trends, bottlenecks, risks and improvement opportunities
• Producing dashboards and insight packs (e.g. Power BI) to support decision‑making at all levels of the organisation
• Working with Data Engineers and data platforms to ensure data quality, lineage and governance supports accurate performance measurement
• Partnering with Process Owners to ensure all critical processes have robust, measurable KPIs and targets
• Leading performance insight into process improvement initiatives, including identifying root causes and supporting targeted interventions
• Highlighting opportunities for digitisation and automation, ensuring processes are measurable and ready for enablement
• Supporting the definition of pre‑ and post‑automation KPIs to track benefits realisation
• Maintaining KPI definitions, data dictionaries and performance documentation in line with governance standards
• Contributing to performance reviews, governance forums and cross‑functional improvement initiatives
• Supporting regulatory reporting and audit requirements through robust, traceable performance insight

What you’ll bring to the role:

Essential

• Experience in data analysis, performance insight or business analytics roles
• Strong analytical and problem‑solving skills, with the ability to interpret complex data sets
• Experience designing KPI frameworks, SLAs and performance dashboards
• Ability to communicate insights clearly to both technical and non‑technical audiences
• Understanding of process performance and continuous improvement principles
• Strong attention to detail with a governance and quality mindset
• Experience collaborating with cross‑functional teams

Desirable

• Experience with Power BI or similar data visualisation tools
• Knowledge of process modelling (e.g. BPMN 2.0)
• Familiarity with automation and digital tools (e.g. Power Platform, RPA, Logic Apps, Alteryx)
• Lean Six Sigma Yellow or Green Belt
• Experience in regulated or operational environments

About Southern Water

Southern Water is delivering a generational transformation across the business, investing significantly to improve resilience, sustainability and customer outcomes.

You will be joining at a time of real change, as part of a new capability that sits at the core of how the organisation evolves. This is a unique opportunity to define the foundations of process architecture in a business that is actively transforming how it operates.

We offer an environment where you will have real ownership, visibility and impact, working alongside senior stakeholders to shape strategic direction and deliver meaningful change.

Our mission is to protect and enhance life through water – and this role will directly contribute to how we achieve that.

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If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com- Introduce Yourself)

Our Commitment to Diversity

We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.

Additional information

In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years.

Appointment to this role is subject to the successful completion of all pre‑employment checks, including security vetting.

Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting, which may involve providing additional documentation.

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