Business Change Lead

Financial Ombudsman Service; Greater London; Hybrid; GBP 70,000 - 85,000; Full time

Benefits offered by this job

25 days holiday entitlement (plus buy)

Private medical insurance

Income protection

Critical illness cover

Life assurance

Technology scheme

Dental cover

Travel insurance

Gym membership discounts

On-site wellness centre London

Job summary

Financial Ombudsman Service is seeking a Business Change Lead to drive end-to-end transformation across people, processes and technology. You will lead initiatives from concept to implementation, collaborating with stakeholders to deliver lasting benefits and improved customer journeys.

Based in London with a hybrid work model, this role reports to the Head of Change and Continuous Improvement and offers strong career development opportunities in a dynamic team.

Qualifications

• Proven track record delivering transformation projects, including technology-focused work.
• Evidence-based change in complex portfolios with best-practice methods.
• Strong stakeholder management and ability to influence cross-functional teams.
• Experience reporting to Programme and Project Boards.

Responsibilities

• Identify and lead change opportunities across the organisation to improve customer and colleague experience.
• Shape and deliver end-to-end transformation initiatives using data to justify benefits.
• Provide leadership and governance, manage risks and dependencies, track benefits.

Skills

Transformation projects

Technology projects

Stakeholder management

Influencing

Programme governance

Job description

Looking for a new challenge?

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

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

• 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 together base salary, generous non-contributory pensions, private healthcare and a wide range of other benefits including:

• 25 days holiday entitlement, with the option to buy up to 15 days extra or sell up to 5 days (all figures are full-time equivalent)
• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
• Employer provided benefits such as Private medical insurance, Income protection, Critical illness cover, Life assurance cover, to name a few
• Choice of voluntary benefits including Technology scheme, Dental cover, Travel insurance amongst others
• Gym membership discounts, a fully equipped on‑site wellness centre open 24/7 in London only, and remote classes

Designed to be flexible across different life stages, our approach goes beyond a one size fits all model - recognising contribution and supporting wellbeing.

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

We are proud to be a Disability Confident Leader and, under the scheme, will progress a fair and proportionate number of disabled applicants who meet the minimum criteria to interview. Interviews may be conducted via video, telephone, or a panel Interview, with some vacancies requiring an online assessment to measure the minimum criteria

The Financial Ombudsman is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all team We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

Authenticity of applications

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.