Change lead

Job Title: Change Lead

Location: Northampton/Glasgow (Hybrid - 2 days a week in the office on Mondays and Wednesdays)

Duration: 6 months

Overall purpose of the role

The AVP Change Lead plays a crucial role in a major greenfield initiative focused on establishing and securing an Electronic Money Institution (EMI) license to facilitate a business divestment.

Operating within a fast-paced and highly ambiguous environment, this role focuses on designing and implementing a digital-first customer service experience that replaces traditional telephone and email models. Responsibilities include translating high-level strategic goals into actionable change plans, managing customer impact, and ensuring full operational readiness.

Key skills

1. Customer Experience (CX) Expertise: Deep domain expertise in implementing digital or AI-led customer interactions, CRMs (like Salesforce), or complaints handling systems. Experience does not have to be strictly in financial services; retail or tech backgrounds (e.g., Amazon, John Lewis) are welcome.

2. Change & Project Management: Strong track record of end-to-end change management (from design to embedding) and project/programme management within large matrix organizations.

3.