Head of Change - London, United Kingdom - Financial Ombudsman Service

Financial Ombudsman Service

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

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Head of Change and Continuous Improvement

Are you a leader in culture change, with the ability to drive change within the organisation? then this could be the role you

Contract:
Permanent

Working hours: 35 hours per week

Salary:
Circa £103,600

Reporting to:
Director of Transformation and Continuous Improvement

Location:
London, docklands. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office

At the Financial Ombudsman Service, we're working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution.

Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. A new Executive team was established last year to bring the Service on the next phase of its journey.

The Financial Ombudsman Service is still at the early stages of its transformation, and we are reimagining the future customer journey; we have big ambitions and we're determined to move at pace.

The Head of Change and Continuous Improvement owns the vision and roadmap for the future customer journey we want to deliver and will play a central role in the delivery of our future customer and employee journeys.

You will partner with the Head of Digital Transformation to understand the evolution of technology and how it could positively impact the customer and our value for money.

You will constantly develop and review the thinking behind our ambition, our vision of the future customer journey, and how we approach this transformation.

Building on the vision, blueprint and roadmap recently developed for the future customer journey, your team will design and deliver the ambitious programme of initiatives, focussing particularly on the Process and People components and working in partnership with the platform owners for the Technology components.

Whilst your role is primarily focused on the future customer journey and casework, you will at times be involved in transformational projects outside of casework.

Key responsibilities

The transformation strategy, the vision of our future customer journey and the roadmap underpinning its delivery.
Driving change within the organisation and establishing teams and frameworks that enable adoption of capabilities and change in culture and behaviour.
Endtoend accountability from concept to implementation and adoption for the design and delivery and the various improvements and new features on the roadmap
Direct, handson accountability of the Process and People aspects of the roadmap
Our approach to transformation; how we will engage with internal stakeholders, colleagues, and external stakeholders and how we will bring them onboard, breaking the current barriers and enabling culture change. You will engage with stakeholders at all levels up to Exec and Board.
Building a skilled team comprising of customer journey owners, continuous improvement Leads as well as a pool of transformation enablement resources e.g., process improvement expertise, change management and service design, some of them contributing to projects led by other parts of the business.
The design, delivery, and implementation of the Periodic review recommendations.
To be considered for this role, you'll need to show us that you've got the skills and capabilities.

You'll have to meet the following minimum criteria:
_

Minimum Criteria

A demonstrable track record of successfully leading digital transformation, as well as cultural change. You will be experience in delivering complex projects on time, on budget and to quality/ delivering the expected outcomes/benefits.
Articulating a compelling vision and strategy turning these into actionable plans that are successfully embedded and measured; The ability to articulate a clear vision for change and bring people on a journey of transformation.
Operating from strategy to details, including the ability to assess the financial implications.
Leading culture change.
Exceptional stakeholder management and influencing skills with a broader set of stakeholders, at all levels including Board, and Excellent problemsolving skills.
Why Financial Ombudsman Service?_

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust.

You can learn more about our values here:
We also offer an attractive, competitive salary and flexible benefits to suit our people.

Here's a list of some of the many benefits and perks you can get for working with us:

25 days holiday entitlement, with the option to buy extra or sell days
Generous pension
Employer provided benefits such as Private medical insurance, virtual GP, Critical i