Job Description

You will be responsible for shaping the programme to meet the needs of customer experience teams and their users. The Operations Change Manager will be a key member of the Customer Experience leadership team and will work with the relevant project teams to support through the different stages of change lifecycles.

This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern offices. These discussions are between you and your manager to find the best pattern for you both! We will kit you out to work from home but know that working as a team is what makes us great and spending quality time together is essential for keeping us mission-aligned.

• Responsible for implementation of all business changes which affect Operations Customer Experience while ensuring all proposed changes are in line with the programmes vision.
• This individual will take responsibility for the coordination of tasks, ensuring operational readiness for all things regulatory.
• Establish strong collaboration with our key stakeholders, utilize effective relationship management to understand group trends, upcoming activities and knowledge sharing opportunities.
• Deliver regular reporting to the Senior Leadership team, highlighting results and actions, whilst disseminating key information throughout the wider team and relevant parties for improved awareness.
• Represent company across various daily, weekly and monthly stakeholder meetings, ensuring that Operations are a constant consideration and championing our customer’s needs.
• Mitigate Operational risk, executing various change initiatives.
• Demonstrate a deep understanding of our content needs and act as the lead point of contact with our team, maximizing self-service facilitation for our customers and staff alike.
• Keep close to our Voice of the Customer trends, highlight risks, opportunities and alignment potential in a proactive and timely manner.
• Support the growth and development of licensing knowledge, using key educational opportunities, career path enhancements and reinvest learnings back into the onboarding process.
• Possess the ability to step into new projects and tasks at short notice, as per business needs and priorities that determine immediate focus.

What’s in it for you?

• Health and dental insurance for you, your partner and your children (if you all live at the same address)
• A personal interest allowance to let you learn something new or pursue a hobby
• The option to join our company pension scheme
• In-house training and development to develop your skills, progressing your career
• Access to an onsite gym.

Required Knowledge, Skills, and Abilities

• Demonstrated track record of experience in leadership roles which includes organizational change /transformation programmes.
• Demonstrated ability to deliver both strategic and tactical results across diverse cultures from inception to completion. 
• Experience in driving large, cross-functional changes/projects.
• Ability to work autonomously with a pro-active mindset, knowing when to consult.
• Excellent communication skills and the ability to influence and anticipate requirements.
• Knowledge and understanding of the principles, discipline, methodology, and practices of change management.
• Able to work on several concurrent subjects to tight timescales and have a pragmatic approach to the resolution of several complex challenges.
• Ability to deal with ambiguity and thrive in a rapidly changing environment.
• Experience using problem solving and analytical skills to solve business problems and drive process improvements.
• Highly organized and excellent attention to detail.
• An individual with a strong understanding of Customer Contact Centre Operations who can represent the people impacted by the change while supporting the business.