Digital & Customer Change Manager is accountable for leading and embedding complex digital and customer focused change initiatives that deliver improved customer outcomes, successful adoption of digital capabilities, and sustained business value across NGET. The role ensures that digital products, platforms and customer experience improvements are effectively landed into the organisation, with clear accountability for readiness, behavioural change, adoption and benefits realisation across impacted operational and customer facing teams.
What You’ll Do
* Lead the business change strategy for major digital, data and customer transformation programmes, ensuring outcomes are embedded and benefits realized.
* Act as the senior owner for digital and customer adoption, ensuring new tools, services and ways of working are taken up and used effectively.
* Partner with Product, Digital, Data, Technology and Customer Experience leaders to embed change management into delivery lifecycles.
* Lead complex change impact assessments covering people, process, capability, technology and customer experience impacts.
* Design and deliver enterprise‑level engagement, communications and training strategies tailored to leaders, operational teams and customers.
* Work closely with Executive Sponsors and Senior Leaders to align change sequencing with strategic priorities and operational capacity.
* Define, track and report adoption, utilisation and customer outcome metrics at portfolio and executive level.
* Act as the senior escalation point for risks and issues relating to digital adoption, customer impact and operational readiness.
* Lead, coach and develop business change practitioners and delivery teams, building sustainable digital and customer change capability.
* Ensure customer insight, feedback and behavioural data inform and continuously improve change approaches.
* Contribute to the development and continuous improvement of enterprise standards for digital and customer change.
Qualifications
* Extensive experience leading digital and customer centric change within large, complex organisations.
* Proven track record of embedding digital products, platforms or services into operational environments.
* Deep understanding of change management methodologies and their application in digital and CX transformation.
* Experience working alongside product‑led, agile or iterative delivery models.
* Strong understanding of customer journeys, customer insight and behavioural change.
* Proven ability to influence and challenge senior leaders and multidisciplinary teams.
* Excellent leadership, coaching and stakeholder engagement skills.
* Strong analytical and communication capability, with the ability to translate strategy into operational change.
* Experience delivering digital and customer change within programmes and portfolios with significant investment and value expectations.
* Strong understanding of digital and customer benefits realisation, including adoption, utilisation and outcome measures.
* Experience contributing to business cases and value‑for‑money assessments.
* Ability to balance cost, risk, customer impact and benefit to optimise change outcomes.
Salary & Benefits
A competitive salary up to £70,000 dependent on capability. As well as your base salary, you will receive a bonus of up to 30% of your salary for stretch performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.
Equal Employment Opportunity Statement
All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.
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