Customer Experience Change Leader

Jobtailor; Bradford; On-site; GBP 42,000 - 62,000; Full time

Job summary

Jobtailor is seeking a Change/Operational Readiness professional to lead and support customer-facing transformation initiatives in our Branch and Contact Centre teams. You will assess impacts, design training, and implement changes across journeys and channels.

The role requires strong communication, organisational abilities and a history of managing stakeholder expectations to deliver successful channel changes. This is a hands-on position focused on frontline readiness and process improvements.

Qualifications

• Experience in a customer facing environment.
• Process Improvement experience.
• Project management or operational readiness experience.
• Knowledge and understanding of frontline colleague systems and processes.
• Understanding of Customer journeys, products, services and channels.
• Organisation.
• Good written and verbal communication skills.
• Problem solving.
• Adaptability.
• Stakeholder Management and collaboration.

Responsibilities

• Support Branch and Contact Centre leadership teams and colleagues to be operationally ready for new changes impacting the frontline.
• Impact assess initiatives to understand testing, demand, colleague training and knowledge requirements, customer journeys, controls, process updates and communications.
• Implement change across customer-facing operations, including TSB Integration.
• Manage an individual portfolio of initiatives and personal capacity to deliver channel changes.
• Manage testing and build and deliver new processes and initiatives.
• Consider customer experience, face-to-face and voice demand, and colleague capacity.
• Provide regular updates and opportunities for channel leadership to input and shape changes.
• Support the Distribution Change and Comms team in managing delivery alongside the wider channel change outlook.
• Support collaboration, simplification, and customer and colleague focus.

Skills

Organizational Skills

Good Written And Verbal Communication

Stakeholder Management

Process Improvement

Project Management

Job description

Jobtailor is seeking a Change/Operational Readiness professional to lead and support customer-facing transformation initiatives in our Branch and Contact Centre teams. You will assess impacts, design training, and implement changes across journeys and channels.

The role requires strong communication, organisational abilities and a history of managing stakeholder expectations to deliver successful channel changes. This is a hands-on position focused on frontline readiness and process improvements.