CHANGE MANAGER

About the role

This role focuses on driving employees to successfully adopt new digital tools, improved workflows, and data-driven ways of working. You will lead external-facing change initiatives, ensuring customers seamlessly adopt and extract value from newly released digital tools. You will work closely with technology teams, business stakeholders, marketing teams and regional users to ensure changes are clearly understood, well communicated, and effectively embedded into daily operations. This is a practical delivery role suited to someone who enjoys turning technical change into clear business outcomes.

Key responsibilities

• Lead end-to-end change management from discovery through planning, execution, and post-launch hypercare to drive confident adoption of the new digital platform
• Support the rollout of collaboration, productivity, reporting, automation, and data-related tools
• Work with business users to understand current ways of working and identify how new technology will improve daily processes
• Translate system changes into clear user impacts, training needs, communications, and adoption actions
• Create practical change materials such as user guides, FAQs, training materials, rollout plans, communication packs and quick-reference documents
• Conduct change impact assessments across customer journeys, stakeholders, channels, and assets
• Help reduce resistance to change by explaining the purpose, benefits, and practical impact of new tools in a clear and user-friendly way
• Coordinate closely with cross-functional teams (e.g., Business, IT, Distribution, Customer Service, Marketing) to align on change activities
• Drive client and channel communications throughout the launch lifecycle (pre-launch, pilot, launch, and post-launch) via SMS, push notifications, and other channels
• Plan and execute internal and frontline enablement activities such as train-the-trainer sessions, webinars, agency training, and advisor briefings

About you

• 5+ years of hands-on experience executing change management, end-user training, and operational enablement for technology projects and digital transformations
• Direct experience rolling out modern technologies and services and bringing AI-driven dashboards, data platforms, or workflows to operational teams and external customers
• Strong understanding of modern workplace tools, collaboration platforms, reporting dashboards, automation tools, and enterprise data platforms
• Ability to work with both technical teams and non-technical business users
• Exceptional verbal, written, and presentation skills; must be highly capable of storytelling and simplifying complex technical changes for non-technical audiences
• Proven track record of creating practical change artifacts—including training guides, release communications, role impact matrices, workflow diagrams, and adoption dashboards—that directly improve daily productivity
• Comfortable working with stakeholders across multiple departments, locations, and time zones
• Practical, organised, and able to manage several workstreams at the same time