Job Description
About the role
We’re looking for a Distribution Implementation Manager to join our Customer Services‑owned Retail Design team.
This is a key role focused on shaping how distribution and service strategy translates into practical, workable ways of working across our physical and virtual channels. You’ll ensure that proposed developments are grounded in frontline reality, customer needs and regulatory expectations – making sure solutions are genuinely implementable and sustainable.
Acting as the authoritative bridge between strategy, programmes and frontline operations, you’ll play a central role in defining how Customer Services should operate end‑to‑end, and what success looks like for colleagues and customers.
What you'll be doing
1. Define what new initiatives and service developments need to deliver for Customer Services, ensuring customer experience, colleague capability, operational resilience and regulatory considerations are fully reflected.
2. Shape clear, end‑to‑end operational designs for current and future ways of working across physical and virtual distribution channels.
3. Lead structured engagement with senior stakeholders, subject‑matter experts and frontline colleagues to surface operational realities, risks and opportunities.
4. Assess the practical feasibility and operational impact of proposed options, clearly articulating trade‑offs, dependencies and implications.
5. Provide strong Customer Services input into governance materials, including design packs, business cases and decision papers.
6. Act as a trusted business partner to senior leaders, ensuring decisions are evidence‑based, risk‑aware and grounded in operational insight.
7. Support implementation activity by ensuring solutions are operationally ready, clearly understood and workable for colleagues and contribute to defining what success looks like for Customer Services and support post‑implementation learning and benefit tracking.
About you
You’ll bring significant experience working in complex operational environments, with a strong grounding in end‑to‑end service and operational design.
You’ll likely have:
8. Extensive experience translating strategic intent into clear, practical operating models for frontline teams.
9. Deep understanding of end‑to‑end operational design, particularly across physical, assisted and virtual service channels.
10. Proven ability to assess operational impact, feasibility, risk and dependencies.
11. Experience contributing to governance, assurance and senior decision‑making.
12. Strong commercial awareness, with the ability to balance cost, benefit and risk.
13. Confidence engaging with senior leaders, alongside credibility with frontline colleagues.
14. Strong influencing and facilitation skills, able to bring clarity and alignment in complex or ambiguous situations.
15. Experience working within, or alongside, regulated Financial Services environments (desirable).
About us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.
Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
16. Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
17. Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
18. Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
19. Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
20. My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.