Change Lead - Customer Digital Channel

Our Customer department have a brand new opportunity to join them by helping shape the delivery of our digital first, human always ambition.

The role of Change Lead – Digital Channels will lead and deliver large transformational change and process improvements that affect our digital customer channels. It will ensure the objectives of the project/change are achieved within the performance targets whilst ensuring a consistent high quality customer experience. Representing Customer digital channels this role will work closely with business stakeholders from across the society to advise and influence thinking and decision-making at senior leader level, based on expert knowledge of internal systems, processes and external factors.

Explore, analyse and challenge existing processes, working through ideas for change and gaining buy in to ensure change is appropriate and will deliver business benefits will be important parts of the role. Supporting across digital channels in value case development, strategy development in a collaborative way to identify gaps with tactical and strategic solutions to allow a seamless customer experience are also key responsibilities.

To be successful you’ll already have solid change management experience in a Financial Services and / or a digital environment, with a proven track record in participating or leading on digital projects.

You’ll have the ability to work within a structured project management delivery framework, including SCRUM / Agile methodologies and strong leadership and influencing skills at all levels.

Strong collaboration skills will be needed, as well as excellent problem solving and analytical skills with the ability to deliver under pressure and to timescale.

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.