Overview
Are you passionate about delivering change that truly lands? We’re looking for a Project & Change Readiness Specialist to play a pivotal role in shaping how new initiatives are successfully embedded across our Retail and Customer Service Centre operations. In this role, you’ll act as the critical link between project teams and operational delivery, bringing the voice of Operations into the design and execution of business change. Whether partnering on large-scale transformation projects or leading operational initiatives within the function, you’ll ensure changes are introduced seamlessly, with minimal disruption and maximum impact. You’ll provide valuable operational insight to help shape effective processes, communications, and training, ensuring every change not only meets business objectives but also enhances the experience for both colleagues and customers. With a strong focus on delivery, you’ll ensure projects land on time, within scope, and realise their intended benefits all while staying true to our culture.
What’s in it for you?
* Discretionary annual bonus up to 20%
* 33 days' holiday (including bank holidays, 5 of which can be taken flexibly)
* Hybrid working with up to 2 days working from home
* Flexible start and end times around core working hours
* Buy More Holiday – eligible colleagues can boost their holiday allowance by up to one extra week
* EV Car Scheme in Partnership with Tusker – eligible colleagues can lease a brand-new or pre-loved electric vehicle
* Up to 14% employer pension contributions
* Life cover up to 4x your salary
* Health cash plan and discounted gym memberships (up to 25% savings)
* 20% discount at Screwfix and B&Q
Key Responsibilities
* Collaboration with Project Teams: Work closely with Project Managers, Tech teams, and business leads to influence project outcomes for the best customer and colleague experiences.
* Change Readiness: Develop and execute operational readiness plans for priority business projects to prepare colleagues & stakeholders for changes in Operations.
* Project Management: Able to lead operational projects for both Retail and the Customer Service Centre, using project management methodologies.
* Operational Impact Assessments: Analysing the impact of proposed changes on customers, colleagues, processes, and systems, identifying necessary adjustments to ensure operational success.
* Stakeholder Management: Communicates concise and succinct progress reports and updates to the Senior Operations teams and key stakeholders including Directors.
* Communications & Support: Enable and inform the design and delivery of training material, engaging communications, user guides, and other support materials to enable smooth transitions, clarity and confidence for colleagues.
* Risk & Issue Management: Identify potential risks and challenges related to projects and operational readiness and develop mitigation strategies resulting in fewer issues or re-work post go live.
* Performance & Success Metrics: Establish and track KPIs to measure the progress & effectiveness of operational readiness activities and ensure continuous improvement.
* Post-Implementation Support: Provide ongoing support after go-live to address challenges, provide escalations where needed, and reinforce adoption.
* Post Implementation reviews: Conduct PIR’s to help inform continuous improvement for future projects and operational readiness planning.
* Line Management responsibility for a Project Assistant, including carrying out quality quarterly check ins and regular 1:1s. Motivating and engaging them to deliver the desired project assistance, resulting in project success.
Required Skills & Experience
* Strong operational change and project management experience (preferably within a large retail environment)
* Strong communication skills with the ability to represent the operation as a SME
* Demonstrable evidence of successfully delivering projects and trials for a large retailer
* Strong influencing and negotiation skills, including the ability to resolve competing priorities
* Experience of process improvement is desirable
* Project/Change management qualifications (e.g. APM or similar equivalent experience that demonstrates this understanding)
* Strong IT and presentation skills, including Microsoft Office 365, specifically PowerPoint, Microsoft Project or other PM tools
* Commercial acumen and a good understanding of retail and contact centres
* Experience of working at management level, with the ability to lead, motivate and engage
* Experience in presenting and influencing to senior stakeholders, including Directors
Wellbeing Benefits
Financial wellbeing
* Wagestream access to track earnings and save
* Access to the Kingfisher Share Scheme
* Colleague support fund
* Exclusive offers and discounts via our Hapi app
* Cycle-to-work scheme and savings on bikes
Every day benefits
* Career progression and development programmes
* Coaching and mentoring to help you thrive
* Access to wellbeing resourcing including PepTalk
* Support networks available
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