Customer Transformation Business Partner
| Dyddiad hysbysebu: | 25 Mai 2025 |
|---|---|
| Cyflog: | £53,256 i £64,467 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 24 Mehefin 2025 |
| Lleoliad: | 'London' OR 'Oxford' OR 'Staines' |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | A2Dominion |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | req3209 |
Crynodeb
Customer Transformation Business Partner
Base location can be either - Ealing, Staines, Oxford or Winchester - Hybrid working
Salary - £53,256 - £64,467 per annum dependent on experience
Contract: fixed term 12 months
Full Time, 35 hours per week
Role Overview
In this exciting new role, you will work with the Director of Customer Transformation to spearhead and support the transformation of our key customer-facing services through our new Customer & Community Operating Model.
You’ll be an experienced change manager and be ready to roll up your sleeves to support colleagues and customers through the changes ahead. You’ll not just identify what needs to be done – you’ll also deliver what needs to be done, whilst being a visible champion of our new model. As you’ll need to carry out some workshops and focus groups in person, you’ll need to be able to travel to our main offices and some of our satellite offices, potentially several times a week when some change activities reach their peak.
You will ensure business readiness and effective change adoption throughout our customer facing teams, by fostering collaboration and effective communication with stakeholders including colleagues, customers and community partners. You’ll bring your ideas and strategies for successfully engaging a diverse range of stakeholders.
Using your experience gained within a social housing environment, you will work closely with business improvement and project management colleagues, as well as business leaders across the organisation, to continuously evolve and enhance our change management approach to ensure effective business readiness. You will ensure that changes are fully embedded within the business, and that benefits are effectively realised and measured.
You will lead some change activities within the Customer directorate and maintain a continuous feedback loop to ensure ongoing learning and improvement is provided to the Transformation Board.
Key Responsibilities
* Develop and implement engagement strategies for internal stakeholders (colleagues) and external stakeholders (customers, local community groups, elected officials) to promote awareness, understanding, and acceptance of changes amongst stakeholders.
* Work with key stakeholders across all levels to identify and understand the impact of change, and identify the steps required to mitigate or control any negative impacts.
* Responsible to the transformation programme board for the successful adoption of new capabilities delivered through change activities.
* Identify and address barriers to change adoption, working closely with project and programme teams to mitigate risks and resolve issues.
* Design and deliver innovative and effective communication plans and materials to ensure stakeholders remain informed and engaged throughout the change process.
* Collaborate with other change and service improvement colleagues to ensure change adoption strategies are embedded into project plans, and a consistent approach is maintained across the organisation.
* Facilitate workshops, focus groups and training sessions both internally and externally to support end-user colleagues and customers in adopting new systems, processes, or behaviours, ensuring the customer voice is well represented across all areas.
* Working with the Customer Engagement team, engage with customers through appropriate means, to enable their voice to be fully embedded within new service design, service and system improvements and changes to ways of working.
* Monitor and measure the success / outcomes of benefit of change initiatives, collecting feedback and adjusting plans to improve outcomes.
* Act as a trusted advisor to stakeholders to identify opportunities for continuous improvement post-implementation.
* Champion a culture of collaboration and innovation, encouraging stakeholders to contribute to successful change efforts.
* Support programme governance processes by preparing materials and coordinating activities for appropriate boards and meetings.
More about you:
* Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
* Minimum of three A Levels Grade C or above, or equivalent
* Change management qualification or at least five years of experience with managing significant change in a complex environment.
* Project management qualification would be an advantage
* Proven experience in change management concepts and practices, design and delivery of communication and engagement strategies
* Experience of working in a social housing organisation with a deep understanding of housing management operations and the need to provide tailored services to vulnerable customers
* Proven experience of working in partnership with business areas to deliver customer focused change in a corporate environment that includes people, process and technology changes
* Demonstrable ability to identify and understand key barriers to change, and design and deliver/facilitate the appropriate interventions
* Proven experience of external stakeholder management and engagement in a political environment.
* Strong verbal and written communication skills, capable of conveying complex information in a clear and concise manner
* Excellent presentation skills and ability to present complex information concisely to meet the needs of project and programme boards
* Excellent interpersonal skills with the ability to build and maintain relationships with stakeholders at all levels
* Strong analytical and problem-solving skills; ability to identify issues and develop effective solutions
Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.
Base location can be either - Ealing, Staines, Oxford or Winchester - Hybrid working
Salary - £53,256 - £64,467 per annum dependent on experience
Contract: fixed term 12 months
Full Time, 35 hours per week
Role Overview
In this exciting new role, you will work with the Director of Customer Transformation to spearhead and support the transformation of our key customer-facing services through our new Customer & Community Operating Model.
You’ll be an experienced change manager and be ready to roll up your sleeves to support colleagues and customers through the changes ahead. You’ll not just identify what needs to be done – you’ll also deliver what needs to be done, whilst being a visible champion of our new model. As you’ll need to carry out some workshops and focus groups in person, you’ll need to be able to travel to our main offices and some of our satellite offices, potentially several times a week when some change activities reach their peak.
You will ensure business readiness and effective change adoption throughout our customer facing teams, by fostering collaboration and effective communication with stakeholders including colleagues, customers and community partners. You’ll bring your ideas and strategies for successfully engaging a diverse range of stakeholders.
Using your experience gained within a social housing environment, you will work closely with business improvement and project management colleagues, as well as business leaders across the organisation, to continuously evolve and enhance our change management approach to ensure effective business readiness. You will ensure that changes are fully embedded within the business, and that benefits are effectively realised and measured.
You will lead some change activities within the Customer directorate and maintain a continuous feedback loop to ensure ongoing learning and improvement is provided to the Transformation Board.
Key Responsibilities
* Develop and implement engagement strategies for internal stakeholders (colleagues) and external stakeholders (customers, local community groups, elected officials) to promote awareness, understanding, and acceptance of changes amongst stakeholders.
* Work with key stakeholders across all levels to identify and understand the impact of change, and identify the steps required to mitigate or control any negative impacts.
* Responsible to the transformation programme board for the successful adoption of new capabilities delivered through change activities.
* Identify and address barriers to change adoption, working closely with project and programme teams to mitigate risks and resolve issues.
* Design and deliver innovative and effective communication plans and materials to ensure stakeholders remain informed and engaged throughout the change process.
* Collaborate with other change and service improvement colleagues to ensure change adoption strategies are embedded into project plans, and a consistent approach is maintained across the organisation.
* Facilitate workshops, focus groups and training sessions both internally and externally to support end-user colleagues and customers in adopting new systems, processes, or behaviours, ensuring the customer voice is well represented across all areas.
* Working with the Customer Engagement team, engage with customers through appropriate means, to enable their voice to be fully embedded within new service design, service and system improvements and changes to ways of working.
* Monitor and measure the success / outcomes of benefit of change initiatives, collecting feedback and adjusting plans to improve outcomes.
* Act as a trusted advisor to stakeholders to identify opportunities for continuous improvement post-implementation.
* Champion a culture of collaboration and innovation, encouraging stakeholders to contribute to successful change efforts.
* Support programme governance processes by preparing materials and coordinating activities for appropriate boards and meetings.
More about you:
* Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
* Minimum of three A Levels Grade C or above, or equivalent
* Change management qualification or at least five years of experience with managing significant change in a complex environment.
* Project management qualification would be an advantage
* Proven experience in change management concepts and practices, design and delivery of communication and engagement strategies
* Experience of working in a social housing organisation with a deep understanding of housing management operations and the need to provide tailored services to vulnerable customers
* Proven experience of working in partnership with business areas to deliver customer focused change in a corporate environment that includes people, process and technology changes
* Demonstrable ability to identify and understand key barriers to change, and design and deliver/facilitate the appropriate interventions
* Proven experience of external stakeholder management and engagement in a political environment.
* Strong verbal and written communication skills, capable of conveying complex information in a clear and concise manner
* Excellent presentation skills and ability to present complex information concisely to meet the needs of project and programme boards
* Excellent interpersonal skills with the ability to build and maintain relationships with stakeholders at all levels
* Strong analytical and problem-solving skills; ability to identify issues and develop effective solutions
Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.