We’re recruiting on behalf of a large, complex organisation for an experienced Change Manager with a strong background delivering CX and service transformation within contact centre environments.
This role is not an operations leadership position. It is a change-focused role, responsible for designing, governing and embedding improvements across a live customer service environment.
The Role
Sitting within the service centre leadership structure, you’ll own in-life change and continuous improvement initiatives that improve customer experience, service performance and colleague outcomes.
You’ll work alongside operational leaders, but your accountability is change delivery, adoption and benefits realisation — not day‑to‑day management.
What You’ll Be Doing
- Lead change and improvement initiatives across contact centre processes and customer journeys
- Design and deliver in-life change (ILC) using structured change and project methodologies
- Use CX insight, customer feedback and service data to identify root causes and improvement opportunities
- Facilitate workshops and change forums to embed new ways of working
- Partner with operational teams to ensure change is adopted and sustained
- Track benefits, customer metrics and performance outcomes post‑implementation
What We’re Looking For
- Proven experience as a Change Manager / CI Manager in CX or contact centre environments
- Track record of delivering process, system or customer journey change (rather than running BAU operations)
- Strong stakeholder engagement skills, able to influence without direct authority
- Confident working in regulated, high‑volume or complex service environments
- Experience with ITIL, Project Management or Lean / CI frameworks is advantageous
Why Apply?
- Competitive salary and benefits
- Clear investment in learning and professional development
- Opportunity to deliver visible, meaningful CX change in a critical service environment
- Inclusive employer with a strong commitment to diversity and inclusion
You must already have the right to work in the UK.
If you’re a Change Manager who has delivered transformation in contact centres and customer service environments, this is an opportunity to focus purely on change — not BAU.
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