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- Tasks: Lead change management initiatives and engage teams in transformation projects.
- Company: Join the Financial Ombudsman Service, a vital player in UK financial services.
- Benefits: Enjoy flexible working, health perks, and opportunities for personal growth.
- Why this job: Make a real impact on customer experience and drive meaningful change.
- Qualifications: Experience in change management and strong communication skills required.
- Other info: Diverse, inclusive culture with excellent career development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Join a team where drives everything we do, fuels our growth, builds our foundation, and 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.
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.
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.
What You’ll Do
- Owning the change management framework and its effective deployment in organisational change, including digitally enabled change 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.
- Using your exceptional stakeholder management and interpersonal skills to build and nurture productive relationships at all levels of the organisation.
- Supporting colleagues leading organisational change on the change management approach for their projects.
- Leading directly on operational readiness, engagement and adoption aspects for some of our strategic projects.
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.
- A demonstrable track record of communicating and engaging colleagues on organisational change and improvement.
- Ability to build effective, influential working relationships with a wide range of multi-disciplinary teams.
- Able to work at pace and deliver impressive results.
Why You’ll Love Working With Us
- 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.
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover.
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme.
- Gym membership discounts, and a fully equipped on-site gym open 24/7 in London only.
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. A supporting statement of interest is always welcomed, but not essential. Applications need to be submitted by Midnight on the 6th February 2026.
The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
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.
Business Change and Adoption Lead employer: Financial Ombudsman Services
Contact Detail:
Financial Ombudsman Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Change and Adoption Lead
✨Tip Number 1
Get to know the company inside out! Research their values, recent projects, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for your application process. It’s all about making connections!
✨Tip Number 3
Prepare for the interview by practising common questions related to change management and transformation. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Business Change and Adoption Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Business Change and Adoption Lead role. Highlight your change management experience and any relevant qualifications. We want to see how your skills align with our mission!
Craft a Compelling Supporting Statement: While it's not essential, a supporting statement can really set you apart. Use it to express your passion for change management and how you can contribute to our transformation projects. Let us know why you're excited about this opportunity!
Showcase Your Stakeholder Skills: In your application, emphasise your ability to build relationships at all levels. We’re looking for someone who can engage and excite our team about new changes, so share examples of how you've done this in the past.
Apply Through Our Website: We encourage you to apply directly through our website for a smooth application process. It’s quick and easy, and ensures your application gets to the right place. Don’t miss out on this chance to join us!
How to prepare for a job interview at Financial Ombudsman Services
✨Know Your Change Management Models
Familiarise yourself with various change management models, especially those that focus on systems thinking and co-creation. Be ready to discuss how you've applied these in past roles, as this will show your depth of understanding and practical experience.
✨Engage with Stakeholders
Prepare to talk about your experience in building relationships with stakeholders at all levels. Think of specific examples where you successfully engaged colleagues in change initiatives, as this role requires exceptional interpersonal skills.
✨Showcase Your Adaptability
Be prepared to discuss how you've managed conflicting demands and delivered results under pressure. Highlight instances where you adapted your approach to meet the needs of a fast-paced environment, which is crucial for this position.
✨Demonstrate Your Passion for Customer Experience
Since the role focuses on improving customer experience, come equipped with ideas on how to enhance this aspect through change management. Share your vision for what an ideal customer journey looks like and how you can contribute to achieving it.
