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.
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in change management and customer experience transformation. Use keywords from the job description to show we’re on the same page about what you bring to the table.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share specific examples of how you've led change initiatives in contact centre environments. We want to see your passion for improving customer journeys and service performance.
Showcase Your Stakeholder Skills:Since this role involves influencing without authority, highlight your stakeholder engagement skills. Give us examples of how you've successfully collaborated with teams to drive change and achieve results.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
