CX & Change Manager
Wythenshawe
We're recruiting on behalf of a large, complex organisation for an experienced Change Manager with a strong background delivering CX and service transformation within contact centre environments.
This role is not an operations leadership position. It is a change-focused role, responsible for designing, governing and embedding improvements across a live customer service environment.
The CX & Change Manager
Sitting within the service centre leadership structure, you'll own in-life change and continuous improvement initiatives that improve customer experience, service performance and colleague outcomes.
You'll work alongside operational leaders, but your accountability is change delivery, adoption and benefits realisation - not day-to-day management.
What You'll Be Doing as a CX & Change Manager
Lead change and improvement initiatives across contact centre processes and customer journeys
Design and deliver in-life change (ILC) using structured change and project methodologies
Use CX insight, customer feedback and service data to identify root causes and improvement opportunities
Facilitate workshops and change forums to embed new ways of working
Partner with operational teams to ensure change is adopted and sustained
Track benefits, customer metrics and performance outcomes post-implementation
What We're Looking For as a CX & Change Manager
Proven experience as a Change Manager / CI Manager in CX or contact centre environments
Track record of delivering process, system or customer journey change (rather than running BAU operations)
Strong stakeholder engagement skills, able to influence without direct authority
Confident working in regulated, high-volume or complex service environments
Experience with ITIL, Project Management or Lean / CI frameworks is advantageous
Why Apply?
Competitive salary and benefits
Clear investment in learning and professional development
Opportunity to deliver visible, meaningful CX change in a critical service environment
Inclusive employer with a strong commitment to diversity and inclusion
👉 You must already have the right to work in the UK.
If you're a Change Manager who has delivered transformation in contact centres and customer service environments, this is an opportunity to focus purely on change - not BAU.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
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