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Transformation Delivery Lead (CJO)

We have an exciting opportunity for an experienced Transformation Delivery Lead (internally this role is identified as a Customer Journey Owner)

If you have a demonstrable track record of delivering successful transformation projects, and in particular Technology projects this could be the next role for you

Employment Type: Full-time

Working hours: 35 hours per week. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern

Reporting to: Head of Change & continuous Improvement

Salary: Circa £75,000 (dependant on experience)

Location: London docklands (Hybrid. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

About the role

At the Financial Ombudsman Service, we’re working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution.

With the customer at the heart of everything we do, we have already delivered significant improvements in the service we offer and 2025 will see us continue with our ambitious transformation agenda.

The organisation has defined and agreed on the vision for the future customer journey we want to deliver; your role is primarily to make this vision happen. You’ll work with colleagues to transform the customer and colleague experience, and cost of the service, and drive the change through to achieve the intended benefits.

To achieve this, you will strategically align change with the Service’s customer promises and operational goals, undertake horizon-scanning to embrace opportunities and mitigate risks, and ensure working towards a shared vision

You will likely lead and be accountable for end-to-end on projects, from the definition of requirements all the way to implementation and adoption, leading directly on People and Process aspects and working closely with the Platform Owners for Technology aspects.

This role is part of a small team, so you will need to be a creative self-starter, who can roll your sleeves up to deliver change, and who can build and nurture productive relationships with colleagues across the wider Transformation and Continuous Improvement team, and across the organisation, including with colleagues at senior levels. Comfortable working in ambiguity, you will use your tenacity and critical thinking to determine and pursue a clear plan of action, recognising the wider landscape.

Key responsibilities

• Working with others to identify areas of opportunity to transform the customer experience, colleague experience and cost of the service; these may be complex problems or present opportunity for quick wins.

• Using data and insight, developing the business case for each area of opportunity. Identifying the costs and resources required to deliver, and the benefits expected.

• Working with other teams, where relevant to deliver the portfolio, supported where necessary by a Transformation project manager and possibly other enablement resources.

• Driving change management activity to ensure that affected colleagues adopt the desired change swiftly and comprehensively.

• Tracking the benefits, seeking iterative delivery and continuous evidence of value to the organisation, and pivoting where data shows otherwise.

• Working with local leaders and teams to ensure that change activities deliver the expected benefits.

• Ensuring your projects are led consistently with the organisation’s best practices in terms of governance, risk management, assurance etc.

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:

Minimum Criteria

• A demonstrable track record of delivering successful transformation projects, and in particular Technology projects, on time, on budget, and to quality / delivering the expected outcomes / benefits.

• Delivering evidence-based change in complex transformation portfolios with expert understanding and knowledge of current best practice methods in project delivery, change management, behavioural change, benefits realisation and employee engagement.

• A track record of using exceptional stakeholder management and influencing skills to build and nurture productive working relationships with a wide range of multi-disciplinary teams at all levels

• Matrix managing and motivating teams of people working across a range of diverse change initiatives.

• Experience reporting to and advising Programme and Project Boards.

Desirable

• A recognised industry certification in portfolio or programme management such as MoP, MSP and P30, is highly desirable.

• Knowledge of the financial sector and the regulatory context would be desirable.

Why Financial Ombudsman Service?

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement, with the option to buy extra or sell days

• Generous pension

• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave

• Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few

• Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others

• Employee Assistance Programme

• Extensive opportunities for personal and career development

• Nationwide gym membership discounts, and a fully equipped on-site gym open 24/7 in London

• Extensive Well-being resources including on-site therapists (London office only)

• Beautiful and bright London office looking over the Thames and near to mainline stations

• Our employee led networks (a couple of examples being our Women's Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

How do I apply?

• Please upload your CV, which should highlight relevant skills and experience and explain any gaps in your working life.

• A statement of interest identifying how your experience fits this role is always welcomed, but not essential

This advert will close at Midnight on Thursday, 5th June 2025

Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.org.uk

and let us know your preferred method of contact.

Find out more

Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!

• LinkedIn: https://www.linkedin.com/company/financial-ombudsman-service

• Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us

Good luck with your application