Change Management Specialist

3 weeks ago

London, Greater London, United Kingdom Undisclosed Full time
Job Description

Job Title: Programme Manager - Transformation Expert

Job Summary:

We are seeking an experienced Programme Manager to join our team at Undisclosed. As a Programme Manager - Transformation Expert, you will play a key role in leading our technology transformation programme, ensuring successful delivery of the omnichannel platform and driving business growth.

Key Responsibilities:

  • Programme Delivery: Ensure successful delivery of the omnichannel transformation, meeting all milestones on time, within scope, and on budget.
  • Stakeholder Management: Manage relationships with key stakeholders, including senior management, business units, and technology teams, to align programme outcomes with business objectives.
  • Communication Channels: Coordinate the seamless integration of various communication channels (voice, chat, email, social media, whitemail) to enhance the overall customer and colleague experience.
  • Customer Experience: Lead initiatives focused on improving the customer experience across all touchpoints, ensuring a user-centric approach in both design and technology.
  • Technology Platforms: Feed into the selection, customisation, and deployment of technology platforms and tools that enable omnichannel capabilities (e.g., CRM systems, AI-driven chatbots, analytics tools).
  • Design Processes: Ensure that design processes (e.g., UX/UI design) align with the programme's goals, delivering an intuitive and efficient customer and colleague experience.
  • Risk Management: Identify, assess, and manage risks and issues that could impact the programme's success, implementing mitigation strategies as needed.
  • Performance Metrics: Track and report on the programme's performance metrics, adjusting strategies as needed.
  • Business Strategy: Ensure that the omnichannel transformation aligns with the broader business strategy and contributes to long-term business goals.
  • Regulatory Compliance: Ensure all technology and design implementations comply with relevant industry regulations and standards (e.g., data privacy, accessibility).
  • Colleague Adoption: Leading the colleague adoption workstream for Omnichannel Platform.
  • Change Management: Establishing clear and compelling reasons for the change and ensuring they are reflected in simple, engaging vision statements.
  • Stakeholder Engagement: Helping to identify the most appropriate data to monitor and measure the effectiveness of change.
  • Impact Assessment: Assisting tech teams in identifying stakeholders and working closely with relevant stakeholders to impact assess the change for all affected roles.
  • Change Plan: Developing a complete change plan for the plan, launch and embed stages of the change, identifying gaps and dependencies and helping to resolve them.
  • Relationship Building: Building and maintaining strong relationships with colleagues, gathering feedback on the change and being a spokesperson for the agent voice wherever possible.
  • Capability Identification: Identifying where additional capabilities / skills / systems etc. are needed and challenging whether we are doing enough to deliver them.
  • Communication and Training: Working with communications and learning specialists to develop comms and training plans.

Key Skills and Experience:

  • Project Management: Proven experience in managing large-scale projects or programmes, with a strong understanding of project management methodologies.
  • Stakeholder Engagement: Ability to engage, communicate, and manage relationships with a wide range of stakeholders.
  • Risk Management: Experience in identifying, assessing, and mitigating risks throughout the programme lifecycle.
  • Project Coordination: Ability to manage timelines, meet deadlines, and ensure project milestones are achieved.
  • Business Alignment: Ability to align programme objectives with the strategic goals.
  • Communication: Strong verbal and written communication skills, capable of conveying complex ideas clearly to both technical and non-technical audiences.
  • Change Management: Experience in guiding teams and stakeholders through change.
  • Technology Familiarity: Basic understanding of relevant technologies, tools, and platforms used in Design & Technology projects (e.g., UX/UI design tools, software development tools).
  • User Experience: Ability and desire to prioritise user experience and ensure that the design and technology solutions meet user needs.
  • Agile Methodologies: Familiarity with Agile or similar methodologies specifically tailored to Design & Technology environments.
  • Industry Trends: Awareness of current trends, challenges, and best practices in Design & Technology.
  • Customer Orientation: Working within a customer orientated function and supporting transformation within this area.
  • Stakeholder Collaboration: Working alongside and advising a variety of stakeholders from different functions and organisational levels to achieve successful project outcomes.
  • Data-Driven Decision Making: Proactively seeking out and using a variety of data sets, using these to make decisions.

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