CX Change Specialist in Nottingham

Contract: Full-Time, Permanent
Location: Nottingham (Support Office)
Closing date: 25/05/26
Recruitment Partner: Daniel White, Daniel.White1@boots.com

Are you ready to make a difference? Join Boots as a CX Change Specialist in our Central Operations team based in Nottingham, Beeston. Here at Boots, we work every day to build a brilliant environment for our people, empowering them to make a positive impact on our customers and colleagues.

As a CX Change Specialist at Boots, you’ll support colleagues across our Contact Centre to understand, adopt, and embed change in a way that feels clear, practical, and human.

This role plays a key part in supporting change across the Boots Contact Centre, reporting to the CX Operations Change & Support Manager and working closely with CX Operations Leadership Team, Operations Development, CX Trainers, CX Quality Specialist, Performance teams, and frontline leaders.

What you’ll be doing

• Provide hands‑on support for change initiatives before, during, and after go‑live through floor‑based support, drop‑in sessions, clear guidance, and reinforcement of key messages
• Act as a strong advocate for end users, identifying risks, friction points, and unintended consequences
• Feed frontline insight back into delivery teams to support effective change design and implementation
• Support ongoing change across the Contact Centre, maintaining an always‑on change mindset
• Help ensure new processes, systems, and ways of working land cohesively and are successfully embedded over time

What you’ll need to have (our must-haves)

• Experience supporting change, improvement, or enablement activity in a contact centre or fast‑paced operational environment
• Strong communication and listening skills, with the ability to explain change clearly and practically
• Confidence working with multiple stakeholders across operations, training, quality, and performance
• Ability to gather, interpret, and synthesise colleague feedback
• Strong organisation and prioritisation skills
• A calm, resilient approach when working in ambiguous or changing environments
• A people‑centred mindset, focused on adoption rather than process

It would be great if you also have

• Exposure to formal change management principles or frameworks

• Experience supporting system, process, or journey change

• Background working closely with frontline operational teams

• Confidence providing floor‑based or drop‑in support

Where your brilliance can take you

At Boots, we believe in your potential. With our supportive culture, you’ll have opportunities for career development and progression within the company.

Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday, discounted gym membership, life assurance, and much more.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A bit about us
At Boots, we’re proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we’re committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

What’s next?
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.

Keywords
CX, Change, Specialist