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    • Change Manager, Customer Culture - newcastle upon tyne, england, United Kingdom - Sage City

    Sage City
    Sage City newcastle upon tyne, england, United Kingdom

    1 week ago

    Default job background
    Technology / Internet
    Description

    Job Title Change Manager, Customer Culture

    A key player in our Strategic Insights unit, this role works with the Director to embed customer insights and feedback into decision making across the business.

    Culture Team Mission:

    • Amplify insights and feedback
    • Enable colleagues to understand their impact on the customer experience
    • Support colleagues in accessing the right insights at the right time

    This is a new team, offering an exciting opportunity for an experienced Change Manager to identify opportunities to connect the dots for colleagues and enable them to make customer-informed decisions, changing the cultural landscape and behaviors of colleagues.

    The role holder will shape enablement for key stakeholders, partnering with functions to support delivery of developmental materials and programs. This role bridges the gap between customer insights and business action, driving improvements that lead to enhanced experiences and sustained commercial growth and retention.

    Key Responsibilities:

    • Co-create a Change Management Strategy with the Director
    • Identify and engage with key stakeholders to unlock cultural change
    • Partner with Internal Communications to deliver against the strategy
    • Input to key content and training for new colleague onboarding
    • Support embedding standards and best practices for Global Customer Insight
    • Partner with Project Manager on projects addressing Ways of Working & Governance across the business
    • Support evolution of the Customer Hub – our one-stop shop for Customer Insight

    This includes acting as a bridge to translate colleague needs to SharePoint requirements, supporting content creation, and providing a sounding board for those creating content.

    Key Performance Indicators:

    • Shift the needle on colleague behavior with select key stakeholders
    • Evidence strong partnerships with key partnering teams
    • Successfully enable cohorts of RTR & PMM colleagues
    • Demonstrate Benefits Realization for the Customer Culture team
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