About the Team 

Our Customer Change, Comms and Learning team exists to enable the Customer business to adapt, absorb change, and perform at its best. We help people understand why change is happening, build the capability to succeed, and stay engaged through it. Our ambition is a modern, scalable function that improves efficiency, reduces risk, and enhances both the agent and customer experience. 

About the Role 

We’re looking for a Change Capability and Methodology Leader to drive the evolution of how our Customer BU assesses and delivers initiatives. You’ll be accountable for the end-to-end delivery of change across Customer, helping to design, build and embed a clear, scalable framework. You’ll help build change maturity and embed change management as a core capability, not just a project activity.  

 
Framework and Methodology Development 

• Design, maintain and improve the Customer change framework and methodology. 

• Develop simple, scalable, outcome-driven tools, templates and guidelines, and educate the business on how to use them. 

Change Program Delivery 

• Lead the end-to-end delivery of change programs across the Customer business, ensuring change plans, impact assessments, stakeholder engagement, training and communications are delivered to a high standard. 

• Maintain change visibility, identify risks and conflicts, and partner with Program Managers and Transformation Teams to integrate change into project governance. 

Team Leadership and Development 

• Lead and foster a high-performance culture of accountability and continuous learning across a team of skilled Change professionals. 

• Coach and develop team members, setting clear expectations, priorities and ways of working. 

Capability Uplift and Practice Development 

• Design and deliver structured capability training for consistent change delivery.  

• Coach and mentor the team and build change skills across Customer whilst creating initiatives to help share learnings and foster collaboration. 

Governance, Standards and Quality 

• Define and maintain Change Minimum Standards for how change is planned, executed and measured. 

• Build a governance framework to ensure standards are upheld and people risk is managed. 

Stakeholder Engagement 

• Build trusted relationships with senior leaders, initiative owners and business sponsors whilst being a visible advocate for framework adoption. 

• Collaborate with Training, Knowledge Management and Communications teams so change and learning are delivered as one. 

About You 

First and foremost, you’re a seasoned change leader with deep delivery experience in complex, regulated environments, with the expertise to design and embed change frameworks at scale. 

We’d love to see: 

• Proven leadership of change teams, coaching, developing and holding a team accountable for delivery outcomes. 

• Deep expertise in end-to-end change delivery across complex, multi-program, regulated environments. 

• Proven ability to build change capability through coaching, training, and communities of practice. 

• Prior success building a strong governance and quality assurance discipline. 

• Comfort driving structure in ambiguous or evolving environments. 

• Service-focused industry background; energy sector experience highly desirable 

• Formal change management accreditation (e.g. Prosci) desirable.