Change Lead - Customer Service

As a Change Lead in Customer Service (part of our Service Experience team) this role leads on transformational change and process improvements that enhance the exceptional service we provide our customers. 

The role holder needs to be customer obsessed and will be able to identify opportunities to improve the service we offer and make priority decisions based on opportunity value and available capacity. Leading delivery by driving progress, managing all risks whilst navigating potential issues and blockers are key elements of this. You’ll be managing multiple projects so planning and organising is key. Consistently looking for ways to further develop our strategic thinking are also key parts of the role.

The role also includes influencing our thinking and decision-making, including at Senior Leader level. Understanding the change management framework, with a particular focus on readiness / implementation as well as coaching and supporting our Change Analysts.

We reserve the right to close this advert early if we receive a high volume of suitable applications.

For this role you’ll already have recent change experience from a customer centric environment. Leading projects, process improvement and working through the project lifecycle, as well as project implementation and business readiness experience, will be essential requirements.

You’ll be a strong relationship builder at all levels, with compelling communication skills to persuade and influence your audience up to senior leadership level. Experience of coaching, guiding and / or leading others would be advantageous.

Strong organisational skills with the ability to work collaboratively across multiple teams will be important, as well as the ability to achieve results and meet deadlines.

All our roles are hybrid-based and you will be required on-site in our Binley, Coventry office in-line with your team and / or the projects your working on. The requirement to be on-site may change week to week dependant on the requirements of your work.

As a mutual, we’ve always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing.

We’re serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you’ll make us stronger.

You can build so much more than a career. Come and make a difference in our Society, that’s been voted a ‘Great Place to Work’ by our teams.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.