CX Change Manager: Contact Centre Transformation

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

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.