- The Change Manager is responsible for leading the Change Delivery team to deliver change activities that support the wider ASOS strategic goals which impact customer care. You’ll provide support within the Customer Experience and Transformation function and wider CC teams, guiding and supporting the teams in successfully delivering change into our frontline operations, both internal and outsourced.
- You will work closely with management across customer care as well as but not limited to the Senior Delivery Manager and Change Partners in our outsourced estate to ensure all change to hit the frontline is appropriately assessed and operationally ready.
- Key to this role is understanding the holistic view of all change impacting our operation in CC, you’ll oversee the change roadmap for business strategic and BAU change.
- You will oversee the governance structure across the whole of the Customer Care portfolio of change to provide visibility enabling key decisions based on prioritisation, capacity, dependencies and project risk.
- You will support in the ideation & mobilisation of trimester, and year delivery plans to enable the strategy.
- Delivering change management efforts for multiple initiatives within the portfolio including, but not limited to, activities such as:
- Stakeholder Maps / Change Impact Assessments
- OKR Governance and Tracking
- Change Plans and strategy
- Communications plans
- Business readiness assessments
- Adoption tracking and methods for reinforcing change
- Training and delivery schedules
- Support in the optimisation of Change Management ways of working, adapting to adoption of change.
- Developing and maintaining strong working relations with senior management across business areas and with key internal and external stakeholders.
- Supporting in developing and leading steer co.’s as necessary.
- Represent Customer Care to the rest of the business at various forums to ensure change lands effectively.
- Championing and fostering a culture of continuous improvement across the business with a focus on developing change capability both within the CX and Transformation function and customer care and being the face of Change to the wider business.
- Supporting our culture by championing Diversity, Equity & Inclusion strategies
- Change management qualification, Prosci preferable
- Contact Centre Experience specifically within an operational readiness and / or change team
- Experience of implementing change methodologies
- Action orientated with the ability to balance short term results with longer term strategy
- Ability to influence at levels across an organisation driving change practice
- Comfortable working with ambiguity and to tight deadlines
- Experience of working in complex environments
- Experience of working within a broader change and transformation programme would be a bonus
About You
We would love to meet somebody who is excited about governance, change management and operational readiness. You will have a fine eye for detail, comfortable working with ambiguity and the ability to prioritise effectively. You will be comfortable working with stakeholders of varying seniority, calling out risks, issues, dependencies and priorities. The role holder will ‘role their sleeves up’ with a can do attitude, get involved, lead from the front, will be comfortable picking up and supporting on ad- hoc pieces of work and happy to learn as they go.
BeneFITS’
