Role Profile:

The Change Lead will guide and ensure the right methodologies, approach and capabilities are in place for each of the projects, driving strong business engagement, adoption and ownership. In addition to supporting programme and occasionally project-level activities, the Change Lead will also be responsible for identifying cross-programme/domain change dependencies and highlighting the programme’s overall change impacts on the business, including the impacts from business involvement in the projects themselves. The Change Lead will also be accountable for looking at the aggregate Adoption Metrics across their business programme and will support the ITBP community in ensuring the right business benefits have been identified and can be tracked against with clear owners.

This is both a strategic and tactical role in the sense that the Change Lead must be comfortable working at both stakeholder management and hands-on project delivery levels. The Change Leads are expected to be highly involved in the day-to-day deliverables of the project(s) and depending on the team structure below them will be required to produce these deliverables themselves (e.g. Change Impact Assessments, Communications, Training deliverables).

Please note: The Senior Change Lead role is differentiated from the Change Lead role by having a wider AOR in terms of the scope of the programmes under their portfolio. It is a natural progression from Change Lead to Senior Change Lead.

The below Key Performance Areas include but are not limited to:

Define Change Strategy for a programme/domain/functional area

Manage Change and Training resources to ensure successful delivery of programme change/domain plan

Create, review and/or approve Programme and Project Change Plans, Change Governance, RAID Logs

Create, review and/or approve Programme Level Process and People Change Impact Log

Create, review and/or approve Programme Level Process and People Change Impact Analysis

Oversee programme and project Communications (including creating plans and drafting content) including joint review of Communications Deliverables with the Change Management Office Communications Manager and Corporate Communications (where applicable)

Create Programme/Domain level Stakeholder Maps and Business Engagement Plans

Lead Programme Change Updates to Key Business Areas, including creating relevant materials, managing scheduling, and taking ownership for a business area

Attend Business Change Tracking Session per Project/Domain and Approve / Escalate Risks and Issues

 

Manage Business Readiness processes for the overall programme, focussing on projects nearing go-live, including scheduling, preparing for and executing the weekly and Gate meetings

Lead Super User / Champion / Ambassador Change Training and Project Induction Processes, Scheduling and Support Process Definition

Define Adoption Tracking / Post-Go Live Processes, Measures and Benchmarks, and to implement the processes and transition to the business

Create, review and approve Business Implementation Plans

Create, review and execute all Business Engagement / Readiness Surveys, analyse the feedback, and share with key stakeholders, building an action plan to support remediation if required

Work with the Organisational Design / People Impacts Manager in the Definition and Management of Organisational Change, liaising closely with the HRBP community

Support or lead as required on Training deliverables within the project or domain

Manage any other business change-related deliverable relevant to the individual project as per the Change Management Office’s methodology

 

Performance Measurement:

Performance will be assessed according to the Change Management Levels framework, please refer to the excel document for details.

Knowledge:

Bachelor’s degree in Social Sciences, Languages, or IT; graduate degree preferred

Certified in one or more Project disciplines: Business Analysis, Value Analysis, Project Management, PROSCI, Agile Methodology, Lean, Six Sigma, Data Science, etc.

Certified in one or more industry disciplines: Retail, Supply Chain, Finance, HR, Digital, etc.

 

Experience:

Experience of leading a substantial Change Management workstream in a complex operating environment within a business undergoing transformational technology enabled business change

Understanding of End to End Change Management process

Experience of working in a pressured, time-bound project environment

Experience of working within a customer orientated function and supporting transformation within this area

Proven experience in working with a variety of stakeholders from different organisational levels and functions to achieve successful project outcomes

Retail or service sector experience preferred

Exposure to embedding culture change

Skills:

Strong across the Microsoft office suite

People orientated – understands how people go through a change and the change process

Problem solver with root cause identification skills

Active listening skills and strong influencing skills

Strong verbal and written communication skills

Excellent presentation skills

Professional and positive approach

Diligent with attention to detail

Ability to cope under pressure

Good collaboration and interpersonal skills

Self-motivated & self-sufficient, but also a team player

Assertive, adaptable, and creative

A ‘can do’ attitude and willingness to go the extra mile when required