CX Change Manager

CCA Recruitment Group; Manchester; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary and benefits

Investment in learning and professional development

Opportunity to deliver meaningful change

Job summary

A large, complex organisation in Manchester seeks an experienced Change Manager to drive change and improvement initiatives within contact centres. The role focuses purely on delivering transformation, partnering with operational teams to enhance customer experience and performance. Ideal candidates will have a strong background in change management and experience in contact centre environments. The position offers a competitive salary and emphasizes professional development and inclusion.

Qualifications

• Proven experience as a Change Manager or CI Manager in customer experience or contact centre environments.
• Track record of delivering process, system or customer journey change, not BAU operations.
• Strong stakeholder engagement skills, able to influence without direct authority.

Responsibilities

• Lead change and improvement initiatives across contact centre processes.
• Design and deliver in-life change using structured methodologies.
• Utilize CX insight and feedback to identify improvement opportunities.

Skills

Change Management

Stakeholder Engagement

Process Improvement

CX Insight

Tools

ITIL

Project Management

Lean / CI frameworks

Job description

We’re recruiting on behalf of a large, complex organisation for an experienced Change Manager with a strong background delivering CX and service transformation within contact centre environments.

This role is not an operations leadership position. It is a change-focused role, responsible for designing, governing and embedding improvements across a live customer service environment.

The Role

Sitting within the service centre leadership structure, you’ll own in-life change and continuous improvement initiatives that improve customer experience, service performance and colleague outcomes.

You’ll work alongside operational leaders, but your accountability is change delivery, adoption and benefits realisation — not day‑to‑day management.

What You’ll Be Doing

• Lead change and improvement initiatives across contact centre processes and customer journeys
• Design and deliver in-life change (ILC) using structured change and project methodologies
• Use CX insight, customer feedback and service data to identify root causes and improvement opportunities
• Facilitate workshops and change forums to embed new ways of working
• Partner with operational teams to ensure change is adopted and sustained
• Track benefits, customer metrics and performance outcomes post‑implementation

What We’re Looking For

• Proven experience as a Change Manager / CI Manager in CX or contact centre environments
• Track record of delivering process, system or customer journey change (rather than running BAU operations)
• Strong stakeholder engagement skills, able to influence without direct authority
• Confident working in regulated, high‑volume or complex service environments
• Experience with ITIL, Project Management or Lean / CI frameworks is advantageous

Why Apply?

• Competitive salary and benefits
• Clear investment in learning and professional development
• Opportunity to deliver visible, meaningful CX change in a critical service environment
• Inclusive employer with a strong commitment to diversity and inclusion

👉 You must already have the right to work in the UK.

If you’re a Change Manager who has delivered transformation in contact centres and customer service environments, this is an opportunity to focus purely on change — not BAU.