Job Description
Job Title: Change Lead
Location: Northampton/Glasgow (Hybrid - 2 days a week in the office on Mondays and Wednesdays)
Duration: 6 months
Overall purpose of the role
The AVP Change Lead plays a crucial role in a major greenfield initiative focused on establishing and securing an Electronic Money Institution (EMI) license to facilitate a business divestment.
Operating within a fast-paced and highly ambiguous environment, this role focuses on designing and implementing a digital-first customer service experience that replaces traditional telephone and email models. Responsibilities include translating high-level strategic goals into actionable change plans, managing customer impact, and ensuring full operational readiness.
Key skills
Customer Experience (CX) Expertise: