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Head of Change – Service Operations and Collections

2 weeks ago

Walsall, Walsall, United Kingdom 78901fe2-cc3f-4304-86dc-bbc45f1131be Full time £60,000 - £120,000 per year

Job Title
Head of Change – Service Operations and Collections

Location
Walsall

Salary
Competitive plus benefits

Hours
37 hours per week

We are seeking a dynamic and visionary
Head of Change
to lead transformation across Service Operations and Collections. This pivotal role will shape customer experience, drive operational excellence, and deliver measurable improvements in efficiency and quality. You will lead a talented team of Business Analysts, Change Managers, and Testers, while influencing senior stakeholders to achieve strategic outcomes.

The Role
Key Responsibilities
Change Leadership & Programme Delivery

  • Develop and deliver change strategies aligned with Ofwat regulations and industry standards.
  • Lead digital transformation projects, including smart metering, customer self-service portals, and advanced analytics.
  • Embed sustainability and environmental compliance into operational change initiatives.
  • Own and deliver the change agenda across service and collections, ensuring initiatives are scoped, impact-assessed, and implemented effectively.
  • Lead and develop a high-performing team of Business Analysts, Test Leads, and Change Managers.
  • Establish robust governance and frameworks for timely, successful change delivery.

Customer Experience & Service Quality

  • Champion customer-centric programmes, including vulnerability and affordability support schemes.
  • Drive adoption of automation and AI solutions to improve collections performance and operational efficiency.
  • Ensure proactive communication strategies during service disruptions and billing changes.
  • Use industry benchmarking to identify gaps and implement best practices.
  • Define KPIs aligned to CMEX, leakage targets, and collections efficiency to measure transformation success.

Data-Driven Decision Making

  • Leverage data and insight to identify trends, gaps, and opportunities for improvement.
  • Develop actionable recommendations for re-engineering processes or partnering with third parties.
  • Own and evolve dashboards and reporting tools to track benefits and performance.

Stakeholder Engagement & Influence

  • Build strong relationships with internal and external stakeholders to align on priorities.
  • Deliver compelling presentations and reports to secure buy-in and drive strategic alignment.
  • Facilitate workshops and feedback sessions to validate solutions and gather insights.

Continuous Improvement & Transformation

  • Lead efficiency and process improvement initiatives across operational teams.
  • Support digital innovation and transformation programmes.
  • Apply Lean and Six Sigma methodologies to embed continuous improvement.

Performance & Governance

  • Define and monitor KPIs and SLAs to measure service effectiveness and benefits realization.
  • Ensure delivery against agreed targets and service standards.
  • Act as a subject matter expert (SME) in change across customer service and collections operations.

What You'll Need

  • Proven experience delivering transformation in utilities or regulated environments.
  • Strong knowledge of Ofwat regulatory framework and market operator processes (MOSL).
  • Expertise in digital innovation, automation, and AI within service operations.
  • Understanding of sustainability and environmental compliance within water operations.
  • Experience in change management and operational leadership within customer service or collections.
  • Strong analytical skills with proficiency in MS Project, PowerPoint, Excel, and similar tools.
  • Exceptional communication and stakeholder management skills.
  • Experience leading cross-functional teams including BA, Insight, and Change.
  • Lean Six Sigma or equivalent continuous improvement qualification preferred.

What You'll Get In Return

  • A competitive salary
  • Pension scheme with employer contributions
  • 25 days holiday + bank holidays
  • A supportive and collaborative work environment where your ideas and contributions are highly valued
  • Mentorship and guidance from experienced professionals
  • 24/7 GP service.
  • Access to my premier benefits – store discounts.
  • Employee Well-being programme
  • Free onsite parking
  • Onsite Gym