Customer Experience Partner

Michael Page; Bradford; On-site; GBP 43,000 - 53,000; Full time

Job summary

Michael Page is seeking a senior Organisational Development professional to lead capability, performance and transformation initiatives across the organisation, working with senior stakeholders to drive business-wide change and improve colleague experience.

The role focuses on embedding leadership programmes, using insight and data to shape interventions, and delivering multiple OD projects from diagnosis through evaluation.

Qualifications

• Proven experience in organisational development, capability, culture or change roles.
• Experience leading business-wide people initiatives and transformation programmes.
• Strong ability to influence senior stakeholders.
• Experience using data and insights to shape decisions.

Responsibilities

• Lead organisational development, capability and performance projects from diagnosis through implementation and evaluation.
• Drive the development and embedding of leadership and manager development programmes.
• Partner with senior leaders to identify capability gaps and deliver strategic people solutions.
• Lead large-scale organisational change, transformation and Target Operating Model initiatives.
• Design culture, values and behavioural change programmes to support organisational effectiveness.
• Use employee feedback and insights to shape interventions and measure impact.
• Develop performance and capability frameworks to improve outcomes.
• Provide OD advice, coaching and challenge to stakeholders at all levels.
• Lead multiple projects with timely delivery against objectives.
• Line manage and develop team members to drive high performance.
• Collaborate with HR and business leaders on workforce planning and change management.
• Evaluate effectiveness of initiatives and recommend continuous improvement.

Skills

Organisational Development

Change management

Stakeholder influence

Job description

This is a senior Organisational Development role focused on leading capability, performance and transformation initiatives that drive business-wide change and improve colleague experience. Working closely with senior stakeholders, you'll deliver strategic OD projects, embed leadership and management capability programmes, and use insight-led approaches to shape organisational effectiveness.

Client Details

Our client is a well-established, values-led NFP organisation undergoing a period of significant transformation and investment in its people agenda. With a strong focus on capability, performance and colleague experience, they are committed to building an inclusive, high-performing culture where leaders and teams are empowered to thrive.

Operating within a complex and evolving environment, the business offers the opportunity to work on impactful organisation-wide initiatives spanning transformation, culture, leadership development and organisational effectiveness. This is a business where the people function is highly valued, providing genuine opportunity to influence strategic decision-making and shape long-term organisational success.

Description

• Lead organisational development, capability and performance projects from initial diagnosis through to implementation and evaluation.
• Drive the ongoing development and embedding of the organisation's leadership and manager development programmes.
• Partner with senior leaders to identify capability gaps and deliver strategic people solutions aligned to business objectives.
• Lead and support large-scale organisational change, transformation and Target Operating Model initiatives.
• Design and implement culture, values and behavioural change programmes that support organisational effectiveness.
• Use employee feedback, engagement data and organisational insights to shape interventions and measure impact.
• Develop and enhance performance and capability frameworks to improve individual and organisational performance.
• Provide expert organisational development advice, coaching and challenge to stakeholders across all levels of the business.
• Lead multiple projects simultaneously, ensuring delivery against objectives, timelines and business priorities.
• Line manage and develop team members, driving high performance and supporting ongoing capability growth.
• Collaborate with HR and business leaders to support workforce planning, organisational design and change management activity.
• Evaluate the effectiveness of people initiatives and make evidence-based recommendations for continuous improvement.

Profile

• Proven experience in Organisational Development, Capability, Culture or Change roles within a complex organisation.
• Strong track record of leading business-wide people initiatives and transformation programmes.
• Confident influencing and constructively challenging senior stakeholders.
• Experience using data and insight to shape decisions and measure impact.
• Previous line management experience with a focus on developing high-performing teams.
• Commercially minded, credible and able to balance strategic thinking with hands-on delivery.

Job Offer

• Permanent Customer Experience Partner position based in Bradford.
• Salary of 43,200 to 52,800 dependent on the level of experience.
• Benefits to be confirmed.

We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best.