Business Change Lead
Join a team where Purpose is at the heart of everything we do, Ambition drives us to be the best we can be, Respect shapes our culture and Trust builds our foundation.
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.
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: £76,000-£85,000, depending on skills and experience
Location: London.
We are also open to candidates based in Edinburgh, Cardiff, Manchester or Coventry. The salary for roles based outside London is £70,000-£78,000.
Reporting to: Head of Change and Continuous Improvement
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:
At the Financial Ombudsman Service, we're transforming the way we deliver dispute resolution services, creating a more modern, efficient and accessible experience for our customers and colleagues.
As part of this journey, you'll play a key role in turning our vision into reality. You'll lead and deliver change initiatives from concept through to implementation, driving improvements across people, processes and technology. Working closely with stakeholders across the organisation, you'll help shape the future customer journey, support our Modernising Redress agenda, and ensure change delivers meaningful and lasting benefits.
We're looking for a proactive and collaborative change professional who thrives in a fast-paced environment, can navigate ambiguity with confidence, and builds strong relationships to influence and deliver successful outcomes. You'll bring innovative thinking, strategic insight and a hands‑on approach to making change happen.
What You’ll Do:
You’ll be identifying and leading opportunities for change, working with colleagues across the organisation and externally to improve the customer and colleague experience, increase efficiency and deliver meaningful business outcomes.
You’ll be shaping and delivering transformation initiatives end‑to‑end, using data and insight to build robust business cases, define benefits, and lead change across people, processes and technology to ensure successful adoption and lasting impact.
You’ll be providing leadership and governance throughout delivery, managing risks, stakeholders and dependencies, tracking benefits realisation, and championing innovative thinking and best practice across the wider organisation.
Minimum Criteria
- A demonstrable track record of delivering successful transformation projects, and in particular Technology projects, on time, on budget, and to quality / delivering the expected outcomes / benefits.
- Delivering evidence‑based change in complex transformation portfolios with expert understanding and knowledge of current best practice methods in project delivery, change management, behavioural change, benefits realisation and employee engagement.
- A track record of using exceptional stakeholder management and influencing skills to build and nurture productive working relationships with a wide range of multi‑disciplinary teams at all levels.
- Matrix managing and motivating teams of people working across a range of diverse change initiatives.
- Experience reporting to and advising Programme and Project Boards.
It would also be nice for you to have
- Knowledge of the financial sector and the regulatory context would be desirable.
- A recognised industry certification in portfolio or programme management such as MoP, MSP and P30, is highly 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: https://www.financial-ombudsman.org.uk/who-we-are/aims-values
- 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 pride ourselves on our reward package, and it reflects the importance of the work our people do. We offer highly competitive and transparent pay and benefits, bringing to
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Business Change Lead employer: financialombudsman
The Financial Ombudsman Service is an exceptional employer, offering a dynamic and supportive work environment in the heart of London Docklands. With a strong commitment to employee wellbeing, professional growth, and a collaborative culture, we empower our team members to thrive both personally and professionally. Our hybrid working model allows for flexibility while ensuring that you remain engaged with a diverse and inclusive team dedicated to making a meaningful impact in the financial services sector.
