Director - Customer Change Management in London

Role Overview

The Director, Customer Change is responsible for establishing and leading a dedicated Operational Change function to manage all customer‑facing BAU product and data changes. This role centralizes ownership of Product Change Management, Data Change governance, and Product Lifecycle Notifications across the organization, ensuring accuracy, consistency, and timely delivery to customers and internal stakeholders. The position will extract and formalize existing change responsibilities from escalation‑driven areas into a structured, proactive change management function. The Director will set standards, create processes, and collaborate closely with Product, Technology, Service Delivery, Operations, and Customer Support teams to ensure seamless customer experience throughout the change lifecycle.

Key Responsibilities

• Operational Change Leadership
  • Establish and lead a dedicated Operational Change function within Customer Operations.
  • Define and continuously improve the change management framework to support product, data, and lifecycle‑related changes.
  • Transition change responsibilities from existing escalation teams into a specialized, proactive function.
• BAU Product & Data Change Management
  • Oversee all BAU product changes, ensuring accuracy, timely delivery, and alignment with business and operational readiness requirements.
  • Manage BAU data changes including reference data, entitlement updates, and data configuration adjustments impacting customers.
  • Ensure robust governance around approvals, change documentation, customer impact assessment, and change readiness.
• Product Lifecycle Notifications
  • Own end‑to‑end communication and governance for product lifecycle events including enhancements, deprecations, migrations, and end‑of‑life notices.
  • Partner with Product and Technology to ensure notification timelines are met and customers receive clear, accurate, and actionable communication.
  • Standardize lifecycle notification formats and processes globally.
• Cross‑Functional Collaboration
  • Collaborate with Product, Engineering, Operations, Customer Support, PSG, and Commercial teams to align on change priorities, risks, and customer impacts.
  • Work with Service Delivery and operational teams to ensure readiness, testing, and implementation alignment.
  • Participate in strategic programs requiring integrated change planning.
• Change Governance & Quality Assurance
  • Define, implement, and maintain global standards for change governance, impact assessment, risk evaluation, and customer communication.
  • Ensure changes meet internal quality benchmarks before deployment.
  • Drive continuous improvement of change processes using feedback loops, root‑cause analysis, and performance measures.
• Stakeholder & Customer Communication
  • Communicate change initiatives, timelines, implications, and responsibilities across global and regional business units.
  • Serve as the escalation point for critical customer‑impacting changes requiring governance or intervention.
  • Host structured reviews to ensure transparency, readiness, and operational alignment across all regions.

Required Skills & Qualifications

• Bachelor’s degree or equivalent; advanced degree (MBA or related discipline) preferred.
• 10+ years of experience in Operational Change, Product Change Management, Customer Operations, or Service Delivery within global organizations.
• At least 5 years in a senior leadership role managing cross‑functional or geographically distributed teams.
• Strong understanding of product lifecycle management, change governance, and customer‑impact analysis.
• Demonstrated success in building or transforming change management functions.
• Excellent analytical thinking, problem‑solving, and decision‑making abilities.
• Exceptional communication and stakeholder management skills, with the ability to influence at senior levels.
• Experience working with Product, Technology, Operations, and Customer Support teams on integrated change initiatives.
• Familiarity with CRM systems, ticketing tools, and change management platforms.
• Strong organizational skills and ability to manage a large portfolio of concurrent changes.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.