Change Manager - Customer Experience

Change Manager – Customer Experience 
Location: Hybrid (London or Corby) 
RS Group is seeking an experienced Change Manager to support the adoption of changes within the Customer Experience Delivery Portfolio. This role involves engaging with stakeholders at all levels of the organization to lead and execute all aspects of change management, including impact analysis, planning, coaching, communication, training, and preparing sponsors and managers to support the adoption and sustainability of change. 
 

What You'll Be Doing: 

• Develop and Implement Change Management Strategies: Create and implement strategies, approaches, and plans to deliver effective, sustainable change, integrating change management activities into the project plan. 

• Contribute to Success Metrics: Define success metrics to measure adoption, track benefit realization, and support the creation of sustainability plans. 

• Impact Analysis: Assess the impact of changes and contribute to the Customer Experience Change Impact Heatmap, building detailed Impact of Change Assessments. 

• Communication & Engagement: Lead the delivery of Communication & Engagement Plans to create awareness, build desire for change, and drive desired mindsets and behaviours. 

• Training & Coaching: Lead training and coaching plans to develop the skills and mindsets necessary to adopt the change successfully. 

• Hands-On Delivery: Provide hands-on change management delivery and support for regional and global, multi-functional changes, including developing the ‘to be’ future state, impact of change assessments, change plans, business readiness planning, training plans, communications, and stakeholder engagement, ensuring delivery on time, within budget, and to the required quality. 

• Resistance Management: Manage resistance to change and coach leaders to identify and plan for resistance in their teams. 

• People Readiness Assessments: Design and execute assessments to ensure teams are prepared to adopt changes and define support plans to reinforce new processes and behaviours upon handover to business as usual. 

• Leadership Coaching: Coach and facilitate leaders of change to ensure sustainable adoption across functions and geographies. 

• Risk Management: Identify and manage risks, issues, and inter-project dependencies associated with change management. 

• Best Practices Sharing: Share successes and lessons learned with other delivery teams and contribute to improving Change Management best practices in the CX function. 
   

About You: 
We are looking for a passionate and highly driven change professional focused on the people side of change to drive faster adoption, higher utilization, and proficiency with the changes that impact people. Key qualifications and attributes include: 

• Proven Experience: Extensive Change Management experience delivering large-scale change programs and projects for a global company. 

• Formal Change Methodologies: Strong focus on effective and engaging Change Management, with exposure to formalized change methodologies and/or certified Change Management qualifications such as PROSCI. 

• Leadership in Uncertainty: Proven track record of leading and coaching teams through uncertainty and ensuring changes stick. 

• Versatility in Methodologies: Experience with various delivery methodologies, including waterfall, Agile, and hybrid. 

• Team Facilitation Skills: Strong facilitation skills to manage and motivate people at all levels within the organization. 

• Interpersonal Skills: Ability to provide robust challenge while building supportive relationships with delivery teams and senior management across geographies. 

• Excellent Communication: Able to communicate confidently and effectively at all business levels and to various stakeholder groups, both in writing and verbally. 

• Constructive Challenge: Able to challenge constructively, build credibility, and work with integrity at all organizational levels. 

• Collaboration: High degree of collaboration across the organization at all levels. 

• Positive Attitude: Positive, ‘can do’ approach and open-mindedness to new ways of working. 

• Cultural Awareness: Adaptable to different cultural environments and able to modify approaches accordingly. 

• Language Skills: Fluent in both verbal and written English, with knowledge of another European language being a plus. 

• Organizational Skills: Excellent planning, prioritization, and organizational abilities. 

• Technical Proficiency: Proficient in using SharePoint, PowerPoint, Excel, Yammer, and Teams. 
   

Join us to make a significant impact by driving and sustaining change across our organization. If you meet these qualifications and are ready for a challenging yet rewarding role, we would love to hear from you. 
 

The extras you’ll get 
At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:​ 

• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation​ 

• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome​ 

• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause​ 

•  Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery​ 

• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.  

We are RS 

At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.  ​ 

Our purpose? Making amazing happen for a better world.  ​ 

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.  ​ 

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems.  ​ 

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do. ​ 

Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.​ 

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