Transformation Delivery lead

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.

If you have a demonstrable track record of delivering successful projects, particularly Technology projects, this could be the next role for you.

Employment Type: Full-time

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

Reporting to: Head of Change

Salary: Circa £75,000 (dependant on experience)

Contract: FTC 12 Month Maternity Cover

Location: London docklands (Hybrid). Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. We are open to other locations such as Cardiff, Manchester, Belfast, Coventry, and Edinburgh.

About the role

At the Financial Ombudsman Service, we’re working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution. With the customer at the heart of everything we do, we have already delivered significant improvements in the service we offer and 2026 will see us continue with our ambitious transformation agenda. The organisation has a vision for the future we want to deliver; your role is primarily to make this vision happen. You’ll work with colleagues to transform the customer and colleague experience, and cost of the service, and drive the change through to achieve the intended benefits.

To achieve this, you will strategically align change with the Service’s operational goals, undertake horizon-scanning to embrace opportunities and mitigate risks, and ensure working towards a shared vision. You will likely lead and be accountable for end-to-end projects, from the definition of requirements all the way to implementation and adoption, leading directly on people, process, and technology aspects, working closely with the Platform Owners. This role is part of a small team, so you will need to be a creative self-starter, who can roll your sleeves up to deliver change, and who can build and nurture productive relationships with colleagues across the wider Transformation team, and across the organisation, including with colleagues at senior levels. Comfortable working in ambiguity, you will use your tenacity and critical thinking to determine and pursue a clear plan of action, recognising the wider landscape.

Key responsibilities

• Working with others to identify areas of opportunity to transform the customer experience, colleague experience, and cost of the service; these may be complex problems or opportunities for quick wins.
• Using data and insight, developing the business case for each area of opportunity. Identifying the costs and resources required to deliver, and the benefits expected.
• Working with other teams, where relevant to deliver the portfolio, supported where necessary by a project manager and possibly other enablement resources.
• Driving change management activity to ensure that affected colleagues adopt the desired change swiftly and comprehensively.
• Tracking the benefits, seeking iterative delivery and continuous evidence of value to the organisation, and pivoting where data shows otherwise.
• Working with local leaders and teams to ensure that change activities deliver the expected benefits.
• Ensuring your projects are led consistently with the organisation’s best practices in terms of governance, risk management, assurance etc.

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:

• Experience contributing to and delivering transformation or change initiatives, including technology‐enabled projects, supporting delivery to agreed timelines, budget, and quality outcomes.
• Experience applying change and project delivery approaches within complex or multi‐workstream environments, with an understanding of best‐practice methods in areas such as project delivery, change management, benefits realisation, and employee engagement.
• Experience working with a range of stakeholders, using effective communication and influencing skills to build positive and productive working relationships across different teams and levels.
• Experience coordinating or matrix‐managing people and activities across multiple change or improvement initiatives.
• Experience contributing to reporting for, or engaging with, Programme or Project Boards and senior governance forums.

Desirable

• A recognised industry certification in portfolio or programme management such as MoP, MSP, and P30, is highly desirable.
• Knowledge of the financial sector and the regulatory context would be desirable.

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. You can learn more about our values here:

• 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 complete the questionnaire and attach a copy of your CV.

This advert will close at Midnight on Friday 1st May. 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.

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.

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

With fairness at the heart of everything we do, we embrace difference and treat everyone as equals. We’re a diverse organisation, but something we all share is our values. They’re central to the way we work – and work together. We’re an independent, not-for-profit organisation that sorts out disputes between financial businesses and their customers. We do this by making decisions that are fair – and feel fair to both sides.