Change and Transformation Automation Manager United Kingdom (Remote) Reporting to: Head of Business Change, Transformation and Planning Remuneration: £45,000 up to £75,000 (dependent on experience) - plus £1000 working from home allowance Contract Type: Full time - 40hours per week Location: Home-based/various meeting locations as required The Company Psychiatry UK is the leading provider of online mental health services in the United Kingdom. A career here offers the opportunity to develop your knowledge, skills and life experiences while enjoying the opportunity to work in a full or part-time role from your home office. Working in a leading online mental health service means working amongst innovative, forward-thinking and committed professionals in a multi-disciplinary team. Job Summary The Change and Transformation Automation Manager will play a key role in shaping our future. This role will help us revolutionise our patient journey and be focused on business optimisation; identifying, designing, and implementing automation solutions and process improvements to make patient interactions seamless and efficient. They will be a key influence over the way we handle people change, by embedding Lean, Continuous Improvement and Change Management principles into the organisation. Sitting within the Operations & Commercial team, reporting to the Head of Business Change, Transformation & Planning and working across the organisation with a range of stakeholders spanning Clinicians and Nurses, Pathway leads, Technology, Finance, Business Analysts amongst many others. This is a home-based role (applicants must reside in the UK), though occasional travel may be required for face-to-face meetings at various locations. Responsibilities and Duties: • Develop and execute a comprehensive strategy for automating patient interactions and optimising support workflows, including self-service, chatbots, and RPA/AI-driven solutions. • Conduct in-depth analysis of current E2E patient journey processes to identify bottlenecks and opportunities for automation and efficiency gains. Design future-state processes that leverage technology. • Oversee the end-to-end implementation of automation projects, from concept to deployment, ensuring solutions are robust, scalable, and meet defined success metrics. • Leads organisational change efforts related to adoption, overcoming resistance, and ensuring smooth transition. • Represent the voice of the patient, the employees and the business while identifying transformational improvement opportunities and implementing change. • Act as a coach and trainer for the implementation and continual learning of Lean and change management principles across the organisation. • Collaborate with various stakeholders, including IT, business units, and data scientists, to ensure alignment and successful execution of projects. • Define and track KPIs to measure the effectiveness and impact of initiatives, providing insights for decision-making. • Evaluate the ROI of projects and initiatives, demonstrating their value and impact on the organisation. • Identify risks and ensure compliance with data privacy regulations, security, Healthcare-related standards and CQC guidelines. • Stay at the forefront of automation technologies, AI in patient experience, and efficiency best practices. Person Specification We are looking for someone with strong problem-solving skills and keen attention to detail, who thrives in a collaborative team environment. You will have proven experience of embedding a continuous improvement culture across large teams or across organisations. Excellent communication skills are essential, as you will be working closely with a variety of stakeholders across the organisation to drive meaningful change. Essential Qualifications and Skills: Minimum 5 years of experience in roles focused on process improvement, automation, digital transformation, or operational efficiency. Proven experience with automation tools and platforms (e.g., RPA, chatbot platforms, AI/ML-driven support solutions). Strong analytical skills, capable of data-driven decision-making. Relevant certifications in Lean/CI/Change Management at Advanced/Green belt The ability to think strategically and align initiatives with an organisation's overall goals and objectives. Strong project management skills to plan, execute, and deliver projects from inception to delivery. Effective communication and collaboration skills to engage with cross-functional teams. Leadership capabilities to inspire and guide teams, set a vision, and drive execution. Desirable Experience and Skills: Experience in a healthcare or regulated industry, or high-volume environment A strong understanding of business processes, preferably in Healthcare applications. Six sigma experience and certification. Proven implementation of business transformation in Healthcare organisations. Evidence of working in agile/scrum based environments. Other information This job description is intended as an outline indicator of general areas of activity and will be amended in the light of the changing needs of PUK. You may be required to work at other locations as determined by the duties of your post. You may be required to undertake any other duties at the request of the Line Manager, which are commensurate with the role, including project work, internal job rotation and absence cover. This job description describes responsibilities, as they are currently required. It is anticipated duties will change over time and the job description may need to be reviewed in the future. Behaviour All employees are expected to: Support the values, aims and vision of PUK and its clients Act with honesty and integrity at all times Be positive ambassadors for PUK Demonstrate high standards of personal conduct Value and respect colleagues, other members of staff and patients Work with others to develop and improve PUK services Take personal responsibility for their words and deeds and for the quality of the service they deliver Confidentiality The post holder must ensure that personal information is accurate, up to date, always kept secure and confidential in compliance with relevant legislation and the common law duty of confidentiality. The post holder must follow record-keeping guidelines to ensure compliance with the Freedom of Information Act. Valuing Diversity & Human Rights No person should receive less favourable treatment on the grounds of sex, sexual orientation, marital/partnership status, race, religion, age, creed, colour, ethnic origin, disability, part time working status and real or suspected HIV/AIDS status and must not be placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable. Data Protection If you have contact with computerised data systems you are required to obtain, process, and/or use information held on a computer in a fair and lawful way, to hold data only for the specific registered purpose and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed. Recruitment Process At Psychiatry UK, we are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments —such as additional time, assistive technology, or an alternative format for materials—please let us know. We are happy to accommodate your needs to ensure you have a fair and comfortable experience. Please feel free to reach out to us at recruitment@psychiatry-uk.com to discuss any adjustments that would support you.