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 . #J-18808-Ljbffr
CX Change Manager employer: CCA Recruitment Group
Join a dynamic and innovative company as a Business Development Executive in the construction sector, based in Bournemouth. With a hybrid working model, competitive salary, and uncapped commission potential, you'll thrive in a supportive environment that values your contributions and fosters professional growth. Enjoy a strong benefits package, including generous holiday allowances and access to 24/7 GP services, while building long-term partnerships and driving meaningful change in the industry.
