Job Description
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 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 background...