Change Delivery Executive

2 months ago

Leeds, United Kingdom Flutter Entertainment Full time

**CHANGE DELIVERY & AUTOMATION**

The Change Delivery and Automation team are part of the Flutter UK & Ireland Customer Operations family, supporting the Sky Betting and Gaming, Paddy Power and Betfair brands, which comprises of over 1000 colleagues across operational, strategic and delivery focused teams, and millions of customer contacts every year.

The team work collaboratively with our Technical & Operational areas to understand business problems, identify gaps and opportunities, and make recommendations for change that improve the customer journey, player safety and operational effectiveness. It is also key that we drive continuous improvement, enrich support content both through our Processes, Knowledge Base Content and Automate business processes where possible.

**Your role in ‘better’**:

- Lead on the design, development, and delivery of Change projects within our Customer Operations area, providing a delivery & communication plan that supports the introduction of the change, any new ways of working and create benefit realisation plans that maximise adoption.
- You will have proven experience within Customer Operational areas (preferably in the Gambling Industry) working in a change delivery type role.
- You’ll need to be proactive, resilient and a real teammate to ensure that all planned change in the CX Centre (be it changes to Product, Process or People) are identified, understood, and introduced in a way that optimises the value of the change, while minimising disruption to the business operation.
- Have the ability to flex your approach, working with all Operational & Strategy Teams, often project managing, driving continuous improvements, and leading the Change & Delivery elements within Customer Operations & Risk areas.
- Work well with others outside of Customer Ops, using your ability to engage technical and non
- technical people, you’ll build relationships with external tribes and act as the interface between different teams.
- Ensure that the operation is prepared for any Change, as a result of Process Change. This will include Risk identification and escalation to the Change Delivery Manager, defining the success criteria of process change, training and producing communications to ensure that they reflect the change.
- Drive continuous improvement, by identifying & documenting changes to operational processes and where possible highlight new opportunities and best practice.

**How you’ll create ‘better’**:

- Methodical approach to Change Delivery, reviewing progress against plan.
- People focused with strong stakeholder management / engagement skills.
- Actively removing barriers and hierarchy, driven by an ethos that helps everyone feel like they’re part of something much bigger than their own role,
- Open to learning new skills & sharing best practice. Agile and flexible. Learns quickly when faced with new situations.
- A confident communicator with strong presentation and communication skills - focused on delivering the right business outcomes and clear messages.

**About Sky Betting & Gaming**

And here, better is just the beginning. When you work here, you’ll be able to create the next big thing in a fast
- paced, exciting industry.

Our story began in 1999 and we’ve since grown to house a family of iconic brands including Sky Bet - the UK’s no.1 betting app, Sky Vegas - the UK’s no.1 online casino, as well as Sky Bingo, Sky Casino, and Sky Poker.

We want to empower you to create a career you’re proud of, to feel like you belong, and provide you with everything you ned to do your job.

Plus, we are part of the Flutter UK & Ireland family — a collection of big-hitting entertainment brands such as Paddy Power, Betfair and Tombola.

**Flexible Working**

All our live jobs champion hybrid working, and our team is no exception. Although we are an office-based team, we’re currently working to a hybrid 40/60 ratio of home and office working, meaning we ask for a minimum commitment of 2 days per week in the office, after that it's up to you

**Helping you live your life better**
- £1,000 learning fund each year
- 32 hours paid volunteering time per year
- Free SkyQ Ultra HD premium TV package worth £1,200
- Twice-yearly bonus (with part of it guaranteed)
- Pension contribution scheme
- Private healthcare
- Flexible ways of working - home or office, it’s your choice
- Access to thousands of Udemy courses
- Invest via the Company Sharesave Scheme

**If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.

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