CX Change Manager

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 .

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