Business Change Lead

Financial Ombudsman Service; London; Hybrid; GBP 76,000 - 85,000; Full time

Benefits offered by this job

Health plan

Gym memberships

Mental health support

Private medical insurance

Life assurance

25 days holiday + buy/sell

Job summary

Financial Ombudsman Service in London is seeking a Business Change Lead to identify, shape and deliver end-to-end transformation initiatives across people, processes and technology. You will lead cross-functional teams, build robust business cases and manage benefits realization, risks and stakeholder engagement in a fast-paced environment.

The role offers hybrid working with at least four days per fortnight in the office, and a strong focus on personal and career development within a

Qualifications

• Proven track record delivering transformation projects, including technology, on time and within budget.
• Evidence-based change across complex portfolios with best-practice methods.
• Strong stakeholder management and ability to influence across multi-disciplinary teams.
• Experience reporting to Programme and Project Boards.

Responsibilities

• Identify and lead opportunities for change across the organisation and externally.
• Shape and deliver transformation initiatives end-to-end using data to build business cases.
• Provide leadership, governance, and manage risks, dependencies and benefits realization.

Skills

Change management

Stakeholder management

Transformation delivery

Governance

Risk management

Education

MoP/MSP/P30 certification

Job description

Business Change Lead

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

• 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

Benefits

• 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.

Equal Opportunities & Diversity

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.

Disabled applicants who fulfil the minimum criteria for the role will be progressed to the next stage of the process. Do let us know of any reasonable adjustments you need. You will need to demonstrate that you meet the minimum criteria in order to qualify for the Disability Confident scheme.

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.

Who We Are

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. The Financial Ombudsman Service is an equal opportunities employer. All applicants will be treated in a fair and equal manner and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation. We’re committed to being a great place to work - attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at they best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints. We can read more about Diversity and Inclusion. We are proud to be a Disability Confident Leader. Disabled applicants who fulfil the minimum criteria for the role will be progressed to the next stage of the process. Do let us know of any reasonable adjustments you need. You will need to demonstrate that you meet the minimum criteria in order to qualify for the Disability Confident scheme.