Business Change and Adoption Lead

Looking for a new challenge? Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply! Join a team where Purpose drives everything we do, Ambition fuels our growth, Trust builds our foundation, and Respect shapes our culture. We’re not just hiring — we’re inviting you to build the future with us. If you’re curious, driven, and ready to leave your mark, this is your invitation to make your next move.

Contract: Permanent

Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern.

Salary: £59,000 - £65,450 – London. We can consider other Locations such as Coventry, Manchester, Edinburgh & Cardiff. Salary: £57,500 - £63,000

Reporting to: Transformation Projects Enablement Manager

By joining our team, you’ll enjoy the best of both worlds – hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.

About Us

The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers. Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. For the next phase of our journey, we have even bigger ambitions to reimagine our customer experience and we’re determined to move at pace.

Role Overview

As Business Change and Adoption Lead, you will be responsible for defining and executing highly effective change management plans which enable the success of our change activities. This includes engaging and exciting our people about our future customer journey and transformation plans, enabling strong leadership and sponsorship, and ensuring everyone has the skills and desire to swiftly and comprehensively adopt new technologies and working practices. There is lots to do, at pace, and you will bring strong credentials leading and managing change, with a good understanding of different models and change management approaches – particularly those that involve systems thinking, co‑creation and bottom‑up change.

What You’ll Do

• Owning the change management framework and its effective deployment in organisational change, including digitally enabled change (whether it be projects or continuous improvement initiatives) across the whole organisation
• Applying best practice methods in change management, behavioural change, employee engagement, organisational development and business improvement to achieve our customer experience ambitions
• Heading up the Programme‑level change management strategy and the definition and execution of underpinning plans, ensuring that our colleagues swiftly and comprehensively adopt new technologies and working practices
• Using your exceptional stakeholder management and interpersonal skills to build and nurture productive relationships at all levels of the organisation, and to coordinate the work of cross‑organisational change networks to inform and lead change, especially at a local level
• Supporting colleagues leading organisational change on the change management approach for their projects / continuous improvement initiatives
• Leading directly on operational readiness, engagement and adoption aspects for some of our strategic projects

Minimum Criteria

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:

• You will hold a recognised qualification or certification in change management
• Experience of defining and executing highly effective change management plans in complex transformation programmes, including digital programmes, and in continuous improvement initiatives
• A demonstrable track record of communicating and engaging colleagues on organisational change and improvement, across a variety of channels
• Ability to build effective, influential working relationships with a wide range of multi‑disciplinary teams at all levels, including senior leaders
• Able to work at pace and deliver impressive results, often when there is a number of conflicting demands

Why You’ll Love Working With Us

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust.

Flexibility: Work your way — remote, hybrid, or in-office

Wellbeing: Health plan, gym memberships, mental health support

Growth: We invest in your future with courses, mentorship, promotions

Culture: Diverse. Inclusive. Collaborative. Fun.

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement, with the option to buy extra or sell days
• Generous pension
• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
• Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
• Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will‑writing service amongst others
• Gym membership discounts, and a fully equipped on‑site gym open 24/7 in London only

Application Instructions

Let’s Make This Easy. Apply in a few minutes: Please upload an up‑to‑date copy of your CV ensuring you are highlighting those skills and experience that are relevant to the role (as per the minimum criteria). A supporting statement of interest is always welcomed, but not essential. Applications need to be submitted by Midnight on the 6th February 2026. Due to high application numbers this advert may end earlier than the date specified, so please don’t delay and apply now! A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

Equal Opportunity Statement

The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team. We view diversity as fundamental to our success and welcome applications from under‑represented groups across all communities.

Don’t miss out be part of the journey and take advantage of this opportunity.

Community & Authenticity

Join our community – This is a great opportunity to learn about the Financial Ombudsman and the work that we do.

Authenticity of applications

We value authentic personal applications. If we determine that your CV or supporting statement was generated using AI tools, your application may be withdrawn from consideration. Good luck with your application.