Change Portfolio Manager

Specsavers; Fareham; On-site; GBP 65,000 - 90,000; Full time

Job summary

Specsavers in Fareham is seeking a Customer Services Change Portfolio Manager to shape how change is prioritized, delivered and embedded across Customer Services. You will turn strategic priorities into a practical, auditable road map and lead a team to realise lasting benefits for customers and colleagues.

You'll own the change portfolio, balance priorities, capacity and risks, and work with Operations, Planning & MI, L&D, Technology and suppliers to land change successfully and drive value.

Responsibilities

• Lead the Customer Services change portfolio across functions.
• Balance priorities, capacity, dependencies and readiness to ensure the right changes land at the right time.
• Collaborate with Operations, Planning & MI, L&D, Technology, suppliers and programme teams to clarify complex change and deliver benefits.
• Develop and coach the Project Manager and Continuous Improvement Manager to create a joined-up approach.

Job description

Change Portfolio Manager

Specsavers

• View all jobs
• Location: Fareham, Hampshire
• Type: Permanent
• Contract: Full-time

11 hours ago

At Specsavers, we're here to change lives through better sight and hearing, and great customer experiences are an important part of making that happen. As our Customer Services Change Portfolio Manager, you'll have the opportunity to shape how change is prioritised, delivered and embedded across Customer Services, turning strategic priorities into a clear, achievable roadmap. You'll bring together projects and continuous improvement activity, helping us focus our time and investment where they can make the biggest difference for our customers, colleagues and business.

You'll take ownership of the Customer Services change portfolio, balancing priorities, capacity, dependencies and readiness to make sure we're focused on the right things at the right time. Working closely with colleagues across Operations, Planning & MI, L&D, Technology, suppliers and programme teams, you'll bring clarity to complex change, provide clear recommendations to senior leaders and ensure risks and dependencies are understood and managed. You'll also lead and develop our Project Manager and Continuous Improvement Manager, creating a joined-up approach that helps change land successfully and deliver lasting benefits.

You'll bring significant experience of leading a business change, transformation, project or continuous improvement portfolio, with responsibility for several initiatives at once. You'll be confident turning strategy into practical priorities, making evidence-led decisions when demands compete and influencing senior stakeholders with clarity and credibility. Strong people leadership is important too, alongside practical experience of governance, risk and dependency management, change adoption and benefits realisation. Most importantly, you'll be collaborative and pragmatic, comfortable challenging constructively and able to create clarity when things are complex. Experience in customer services, contact centres or retail support, or a relevant change, project or continuous improvement qualification, would be an advantage.

You’ll join a business where we care for one another, do the right thing and deliver on our promises, with the opportunity to influence meaningful change across Customer Services and develop the people around you. If you're excited by the opportunity to bring people, priorities and change together and want to help create better experiences for customers and colleagues, we'd love to hear from you.