Working hours: 37.5 hours per week – Mon to Friday.
Job Overview
The Channel Readiness Specialist plays a key role in helping new products, services, processes and regulatory changes land successfully across Retail, Call Centre and Indirect channels. You'll take complex change and turn it into clear, practical operational outputs, making sure colleagues understand what's changing, why it matters, and how to deliver it. You'll also work closely with teams across the business to support smooth, high quality launches.
Key Responsibilities
* Coordinate readiness activity for assigned change within a defined product or operational area, ensuring Assisted and Indirect channels are ready for launch.
* Translate business, technical and regulatory changes into clear, easy to follow operational instructions, briefings and actionable content for channel colleagues.
* Support the creation of readiness materials such as guides, knowledge articles, process flows and channel specific briefing content.
* Identify potential risks, channel impacts or operational blockers early, escalating them with clear mitigation options.
* Work closely with cross functional teams including GTM, Product, CVM, Ops and Tech to ensure channel needs are understood and built into design and delivery.
* Collaborate with Channel Comms and Enablement teams to ensure communications and learning content are timely, accurate and aligned to readiness requirements.
* Engage with Retail field teams, Indirect partners and Call Centre groups to validate real world impact and gather insight to improve launch quality.
* Support launch governance through clear documentation, version control and tracking of readiness milestones.
* Monitor how change lands post launch, flagging issues, pulling together feedback and supporting continuous improvement.
* Contribute to a culture of collaboration, clarity and operational excellence within the readiness team.
Qualifications and Experience
* Experience in a customer facing, operational or channel support role within telecoms or a similar fast moving environment.
* Good understanding of Assisted and/or Indirect channel operations, including sales, service or retail processes.
* Comfortable simplifying complex technical, commercial or regulatory information into clear, channel friendly outputs.
* Strong organisational skills and experience coordinating multiple changes at the same time.
* Excellent written and verbal communication skills, with strong attention to detail.
* Collaborative working across teams such as GTM, Product, Ops or Tech.
* Ability to work under pressure, prioritise effectively and adapt quickly as plans evolve.
* Comfortable using data, feedback and insight to continuously improve readiness quality and operational design.
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