A day in the life As a Change Analyst in the Operations team at ManyPets, your role involves facilitating and analysing strategic changes within the team so that they are successful. You will focus on enhancing operational efficiency, customer experience, and business processes in line with our regulatory requirements. These changes may impact specific areas within Operations (e.g. Claims only) or the entire function. This role entails assessing the impact of proposed changes, designing comprehensive change management strategies, and orchestrating communication plans to guide teams through the process effectively. You’ll work closely with key stakeholders to understand change requirements, mitigate resistance, and ensure alignment with our objectives and customer needs. By conducting change readiness assessments, implementing change management frameworks, and monitoring progress, you’ll play a crucial role in driving successful change initiatives. This role requires a blend of analytical prowess, communication skills, and stakeholder engagement to navigate complexities, address challenges, and foster a positive change culture within the Operations team. You’ll contribute to driving innovation, improving operational processes, and positioning our company for sustained success in a dynamic and competitive insurance landscape. Core deliverables Impact assessment: Understand what the change involves and how it affects all areas of Operations (Claims, Customer Support, Complaints, Pet Health and Procurement), what needs to adapt, and what barriers will need to be overcome. Change design: Identify solutions to address the impacts defined in each change initiative you’re involved in, ensuring they’re understood and agreed with, by the relevant stakeholders within all Operations teams. Data Analysis: Perform data analysis to ensure understanding of the impacts of the change, and to define the proposed solutions to those impacts. Continuous Improvement: Contribute to a culture of continuous improvement by supporting the implementation of best practices and regulatory requirements. Collaboration and communication: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues. Organisation skills: Keep things running smoothly with accurate admin and data. Skills and competencies Impact Assessment Take full ownership of each change initiative you’re involved in, on behalf of Operations, and ensuring all relevant stakeholders within Operations are involved as required (whether consulted, informed, responsible for elements of the project, etc.) Understand what the change involves and how it affects Operations, what needs to adapt, and what barriers will need to be overcome. Evaluate and analyse the potential impact of proposed changes on business processes, systems, and employee workflows within all the different teams in Operations, considering operational efficiency, customer experience, and regulatory compliance. Design and develop change management initiatives, communication plans, and training programs to support the successful implementation of change initiatives. Collaborate with key stakeholders to understand change requirements, solicit feedback, and ensure alignment with business goals and customer needs. Conduct change readiness assessments to gauge how ready we are to effect the change and identify potential risks and barriers. Leverage change management frameworks and methodologies to guide teams through the change process and mitigate resistance. Gather feedback from within the Operation to ensure your designs are as optimal as possible, and solutions are identified for any shortcomings. Monitor and track progress of change initiatives, evaluate results, and make recommendations for further improvements or adjustments. Contribute to a culture of continuous improvement by supporting the implementation of best practices and regulatory requirements. Provide support and guidance to employees during periods of change, fostering a positive and supportive work environment. Project-manage all aspects of the change initiative that relate to Operations, ensuring your stakeholders are aware, engaged and involved as required throughout the lifecycle of the project. Monitor dependencies of the change initiatives you’re involved in, to ensure your projects run on track, to date and quality, escalating to the Transformation Manager when required. Stay abreast of industry trends, best practices, and innovative approaches to change management in the insurance sector. Data Analysis Gather data from multiple sources to create a detailed analysis of including opportunities and risks. Consolidate data, ensuring data consistency and easy accessibility for analysis. Through your analysis, identify critical insights that influence our change management programmes. Use various analytical tools and techniques to uncover trends, patterns, and anomalies within the data. Use statistical methods, data visualisation tools, or business intelligence software to extract actionable insights. Formulate recommendations that support effective planning and deployment of our change initiatives. Collaboration and communication Ensure clear, polite, and empathetic communication to understand and address stakeholder needs. Handle conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive relationships. Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve service delivery. Recommend suggestions that make sure we're efficient, effective, and providing high-quality service, while keeping costs in mind. Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls. Work on your own skills and performance to keep getting better at your job. Organisational Skills Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner. Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards. Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements. Continuously maintain our systems through accurate data entry. Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs). Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected developments in workload. What success looks like You are proficient in understanding the implications of a change initiative, spotting key impacts and addressing them. Once all are understood, develop plans, strategies, and interventions to facilitate successful change implementation. You can understand and engage with tech colleagues on the implications of project decisions and can work with our testing teams to ensure the solution is fit for purpose. You understand all the areas that make up Operations and have broad knowledge of who is in each team, what they do, and what tools they use. You are a clear verbal and written communicator, using your skills to effectively convey change messages, engage stakeholders, and address concerns. You build relationships and can influence stakeholders at all levels to support change initiatives. Your critical thinking skills help to identify challenges, anticipate resistance, and develop solutions to overcome barriers to change. You’re flexible, and able to adjust strategies and approaches based on evolving business needs, feedback, and changing circumstances. You develop materials, workshops, and resources to support employees through change transitions. Your stakeholders feel safe in relation to the initiatives you’re leading on, as they know they’ll be kept up to date with progress, challenges, risks and issues, as well as any actions you require from them. You demonstrate your skills in project planning, implementation, and monitoring to ensure change initiatives are delivered on schedule and within budget. You show empathy towards employees during times of change, coupled with resilience to manage resistance and setbacks effectively. You are emotionally aware and understand our culture and mission to navigate change processes and facilitate alignment with business objectives. You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and data practices to drive ongoing growth and development in your role. You are autonomous and can work on projects with limited oversight.