Business Change and Adoption Lead

About the role

The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers. Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. For the next phase of our journey, we have even bigger ambitions to reimagine our customer experience and we're determined to move at pace. As Business Change and Adoption Lead, you will be responsible for defining and executing highly effective change management plans which enable the success of our change activities. This includes engaging and exciting our people about our future customer journey and transformation plans, enabling strong leadership and sponsorship, and ensuring everyone has the skills and desire to swiftly and comprehensively adopt new technologies and working practices. There is lots to do, at pace, and you will bring strong credentials leading and managing change, with a good understanding of different models and change management approaches - particularly those that involve systems thinking, co-creation and bottom-up change.

Responsibilities

• Owning the change and adoption framework and its effective deployment in organisational change, including digitally enabled change (whether it be projects or continuous improvement initiatives) across the whole organisation
• Applying best practice methods in change management, behavioural change, employee engagement, organisational development and business improvement to achieve our customer experience ambitions
• Heading up the Programme-level change management strategy and the definition and execution of underpinning plans, ensuring that our colleagues swiftly and comprehensively adopt new technologies and working practices
• Using your exceptional stakeholder management and interpersonal skills to build and nurture productive relationships at all levels of the organisation, and to coordinate the work of cross-organisational change networks help to inform and lead change, especially at a local level
• Supporting colleagues leading organisational change on the change management approach for their projects / continuous improvement initiatives
• Leading directly on operational readiness, engagement and adoption aspects for some of our strategic projects
• 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
• Experience of defining and executing highly effective change management plans in complex transformation programmes, including digital programmes, and in continuous improvement initiatives
• A demonstrable track record of communicating and engaging colleagues on organisational change and improvement, across a variety of channels
• Ability to build effective, influential working relationships with a wide range of multi-disciplinary teams at all levels, including senior leaders
• Able to work at pace and deliver impressive results, often when there is a number of conflicting demands
• Why You'll Love Working With Us:
• Flexibility : Work your way - remote, hybrid, or in-office
• Wellbeing : [Health plan, gym memberships, mental health support]
• Growth : We invest in your future with [courses, mentorship, promotions]
• Culture : Diverse. Inclusive. Collaborative. Fun.
• We also o

Benefits

Additional Information

Looking for a new challenge? Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply! Business Change and Adoption Lead. Join a team where Purpose drives everything we do, Ambition fuels our growth, Trust builds our foundation, and Respect shapes our culture. We're not just hiring - we're inviting you to build the future with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move. Contract : Permanent Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern. Salary: £59,000 - £65,450 - London We can consider other Locations such as: Coventry, Manchester, Edinburgh & Cardiff Salary: £57,500 - £63,000 Reporting to: Transformation Projects Enablement Manager By joining our team, you'll enjoy the best of both worlds - hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.

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