About Our Client
Do you thrive on translating customer insight into actionable strategies and influencing decisions at the highest level? Are you skilled at managing change in complex environments, especially within contact centres, without direct staff management? If so, this opportunity could be your next career move.
Job Description
We are looking for a dynamic Head of Customer Change to lead and deliver transformational change across our customer services. In this role, you'll focus on embedding customer insight into strategic decisions, influencing cultural and operational shifts, and ensuring seamless change management with a keen awareness of the change curve and its impact.
This position is pivotal in enhancing customer experiences through effective decision-making, balancing strategic goals with on-the-ground realities. You'll work closely with senior leaders and stakeholders to support and drive change initiatives, ensuring they align with our customer-centric vision.
This is a 2-year fixed-term contract with significant potential for involvement in future transformation projects across the customer suite. The role is due to start in June 2025.
The Successful Applicant
To excel in this role, you'll need:
* Proven experience in contact centre change management, particularly around technology implementation and customer journey enhancements.
* History in a leadership role in a consumer-focused contact centre, ideally complex products or bespoke service businesses.
* Strong background in embedding customer insights to drive strategic decisions and improve customer experiences.
* Demonstrable capability in navigating complex change landscapes, ensuring minimal disruption while maximising impact.
* Highly effective in making business decisions with a strategic mindset, balanced with a pragmatic approach to execution.
* Experience influencing and collaborating at senior leadership levels, with an ability to communicate complex ideas clearly and persuasively.
* A background in managing teams is key, even though this role involves no direct staff management.
What's on Offer
This is a unique opportunity to join a forward-thinking public sector organisation driving impactful change in customer experience. We are committed to supporting our client in delivering exceptional service and continually improving how they engage with and support customers.
On offer:
* Competitive salary of circa £70,000, depending on experience.
* 28 days of annual leave plus bank holidays.
* Flexible and hybrid working arrangements (3 days in Manchester City Centre) to support work-life balance.
* Generous Pension Scheme, including life cover of 3x your salary.
* Access to an Employee Assistance Programme to support physical and mental well-being.
Important Information
Application Deadline: End of March 2025, all applications are treated confidentially and briefing calls will take place prior to shortlist completion. Please click to apply through the advert rather than phone/email.
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