Business Engagement Manager in London

The person in this role works alongside operational teams to develop change concepts, assists in building strong business cases, and clearly explains the reasons driving change—whether these stem from regulation, compliance, operations, or strategy. A central part of the position involves managing the Business Engagement & Service Improvement team, which includes Service Improvement Coordinators and Root Cause Analysts, making sure every initiative is grounded in customer feedback and data-driven insight. This involves growing the maturity of Root Cause Analysis (RCA) capabilities through recognised approaches such as Customer Journey Mapping and ongoing improvement techniques, while strengthening the organisation's ability to solve problems and turning insights from the RCA process into measurable improvements to service.

Beyond RCA insight, the role holder partners closely with the Customer Experience – Operations Team, the Insights Team, and People & Organisational Development (POD) to convert feedback from customers and staff into tangible service enhancements and initiatives that shift organisational culture. The Business Engagement & Service Improvement team also empowers the wider business to deliver change independently when suitable, offering facilitation, direction, and access to relevant tools. Responsibilities include running reviews, performing gap analyses, and heading working groups that identify and shape new initiatives feeding into the broader Portfolio. Working alongside the Head of Change & Service Improvement, the role holder helps identify, forecast, and plan demand, contributing insight to how the overall Portfolio is prioritised and sequenced. A key part of the job is managing what stakeholders expect regarding delivery timelines and scope, keeping change well-governed, strategically consistent, and impactful.

Key duties and responsibilities

Purpose of job

Up to £58,000

The person in this role works alongside operational teams to develop change concepts, assists in building strong business cases, and clearly explains the reasons driving change—whether these stem from regulation, compliance, operations, or strategy. A central part of the position involves managing the Business Engagement & Service Improvement team, which includes Service Improvement Coordinators and Root Cause Analysts, making sure every initiative is grounded in customer feedback and data-driven insight. This involves growing the maturity of Root Cause Analysis (RCA) capabilities through recognised approaches such as Customer Journey Mapping and ongoing improvement techniques, while strengthening the organisation's ability to solve problems and turning insights from the RCA process into measurable improvements to service.

Beyond RCA insight, the role holder partners closely with the Customer Experience – Operations Team, the Insights Team, and People & Organisational Development (POD) to convert feedback from customers and staff into tangible service enhancements and initiatives that shift organisational culture. The Business Engagement & Service Improvement team also empowers the wider business to deliver change independently when suitable, offering facilitation, direction, and access to relevant tools. Responsibilities include running reviews, performing gap analyses, and heading working groups that identify and shape new initiatives feeding into the broader Portfolio. Working alongside the Head of Change & Service Improvement, the role holder helps identify, forecast, and plan demand, contributing insight to how the overall Portfolio is prioritised and sequenced. A key part of the job is managing what stakeholders expect regarding delivery timelines and scope, keeping change well-governed, strategically consistent, and impactful.

Leadership in Business Engagement & Service Improvement

• Guide, mentor, and grow the Business Engagement & Service Improvement team, including Service Improvement Coordinators and Root Cause Analysts, making certain initiatives rest on customer feedback and solid analysis.
• Drive the continued growth and maturity of the Root Cause Analysis function, ensuring RCA methods are applied consistently.
• Build a culture of accountability, learning, and continual improvement within the team, strengthening organisational skill in evidence-based problem solving and service improvement tools and methods.
• Ensure workload is prioritised and managed effectively to maximise the value and impact delivered.

Strategic Engagement & Change Shaping

• Work with operational teams to shape change ideas, helping build business cases and explain the drivers behind change, whether regulatory, compliance-related, operational, or strategic.
• Convert strategic goals and customer insights into clear, results-focused proposals that shape business and portfolio planning.
• Serve as a trusted advisor to Leaders, helping them assess and prioritise new initiatives.

Customer & Colleague Experience Improvement

• Make sure customer and colleague feedback sits at the heart of designing and delivering service improvement initiatives.
• Supervise the process of identifying root causes behind service problems and deliver solutions that improve experiences for both customers and colleagues.
• Ensure RCA findings become actionable recommendations, are tracked through to completion, and are assessed for effectiveness and benefit realisation.

Change Enablement & Self-Delivery Support

• Supply tools, frameworks, and facilitation that let operational teams identify, investigate, and resolve underlying causes of performance, customer, and compliance problems, while also enabling business areas to deliver change themselves where appropriate.
• Lead reviews, carry out gap analyses, and facilitate working groups that help identify and shape new initiatives.
• Champion a mindset of resilience, flexibility, and readiness for change, helping colleagues keep up with a constantly evolving housing sector and building confidence in managing ongoing transformation.

Portfolio Planning & Demand Management

• Partner with the Head of Change & Service Improvement to identify, forecast, and plan demand for change.
• Offer insight and input into how initiatives within the Portfolio are prioritised and sequenced.
• Manage stakeholder expectations concerning scope, resourcing, and delivery timelines, keeping communication transparent and aligned with organisational priorities.

Cross-Departmental Collaboration

• Act as the link between business areas and Change & Service Improvement to ensure coordinated thinking and delivery of change.
• Encourage knowledge-sharing and joint working throughout the organisation to boost alignment and impact.
• All other duties suited to the role.

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