Job Description

Business Change Lead

========================

Location:

Hybrid - Nottingham

Job Type:

Full-time, Permanent



At Domestic & General, we're always looking for ways to improve how we work and deliver for our customers. As our new

Business Change Lead

, you'll be at the heart of that mission--defining and leading business readiness and adoption for change initiatives across our Contact Centre Operations.


You'll work closely with stakeholders across the business to ensure change is delivered smoothly, consistently, and with real impact.

Key Responsibilities:

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Ensure change activities are delivered in line with our governance framework Define operational impacts of change and manage associated risks Own and manage business readiness documentation Build strong relationships with support teams across D&G Lead workshops to shape readiness and adoption plans Communicate and coach colleagues on the change roadmap Identify dependencies across projects to ensure joined-up delivery Support prioritisation and steering sessions with clear documentation Identify and equip operational colleagues to support implementation Drive continuous improvement within the Operational Improvement team

What we're looking for:

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Essential:

Strong background in change management Excellent planning, facilitation, and communication skills Experience delivering change in a contact centre environment Ability to engage and influence at all levels Resilient, adaptable, and delivery-focused Deep understanding of contact centre operations Strategic thinker with attention to detail Passionate about customer outcomes and colleague experience

Desirable:

Experience in process excellence and continuous improvement People leadership and coaching skills Knowledge of the warranty/insurance sector Relevant change or project management accreditation (e.g. APMP, PMP, Six Sigma)

Working for us, works for you

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Comprehensive training with clearly defined career progression opportunities Regular incentives with amazing prizes to be won Annual leave - 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave Health cash plan - employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service Pension scheme - matched employer contributions up to 5% of basic salary Life assurance - employer funded cover of 4x basic salary Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:

+ Salary Finance - access to savings and borrowing through payroll
+ Car Leasing - access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
+ Travel Loans - interest free loans to help spread the cost of annual travel tickets
+ Cycle to Work - tax efficient bike and cycling equipment worth up to 1,000
Health & Wellbeing - discounted gym membership, online virtual workout sessions, online culinary classes OnHand - Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help. Employee Assistance Programme - specialist advice and support on issues such as finance, relationships, illness and family issues Free Domestic & General protection plan - one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends Employee discounts - a range of discounts for 100s of online and high street retailers

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes criminal record checks.

If you're a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application.

Don't forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.