Business Change and Adoption Lead in Wales

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.

By joining our team, you’ll enjoy the best of both worlds – hybrid working and the collaboration of a great office environment, 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.

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 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 help 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

• 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 are a number of conflicting demands.

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, 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.

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. A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

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.

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.