• Job Description

  Req#: JR-01492

  Looking for a new challenge?
  
  Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!

  Head of Change and Continuous Improvement

  Are you a leader in culture change, with the ability to drive change within the organisation? then this could be the role you

  Contract: Permanent

  Working hours: 35 hours per week

  Salary: Circa £103,600

  Reporting to: Director of Transformation and Continuous Improvement

  Location: London, docklands. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office

  At the Financial Ombudsman Service, we’re working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution. Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. A new Executive team was established last year to bring the Service on the next phase of its journey.

  The Financial Ombudsman Service is still at the early stages of its transformation, and we are reimagining the future customer journey; we have big ambitions and we’re determined to move at pace.

  The Head of Change and Continuous Improvement owns the vision and roadmap for the future customer journey we want to deliver and will play a central role in the delivery of our future customer and employee journeys. You will partner with the Head of Digital Transformation to understand the evolution of technology and how it could positively impact the customer and our value for money. You will constantly develop and review the thinking behind our ambition, our vision of the future customer journey, and how we approach this transformation.

  Building on the vision, blueprint and roadmap recently developed for the future customer journey, your team will design and deliver the ambitious programme of initiatives, focussing particularly on the Process and People components and working in partnership with the platform owners for the Technology components. Whilst your role is primarily focused on the future customer journey and casework, you will at times be involved in transformational projects outside of casework.

  Key responsibilities

  • The transformation strategy, the vision of our future customer journey and the roadmap underpinning its delivery.
  • Driving change within the organisation and establishing teams and frameworks that enable adoption of capabilities and change in culture and behaviour.
  • End-to-end accountability from concept to implementation and adoption for the design and delivery and the various improvements and new features on the roadmap
  • Direct, hands-on accountability of the Process and People aspects of the roadmap
  • Our approach to transformation; how we will engage with internal stakeholders, colleagues, and external stakeholders and how we will bring them onboard, breaking the current barriers and enabling culture change. You will engage with stakeholders at all levels up to Exec and Board.
  • Building a skilled team comprising of customer journey owners, continuous improvement Leads as well as a pool of transformation enablement resources e.g., process improvement expertise, change management and service design, some of them contributing to projects led by other parts of the business.
  • The design, delivery, and implementation of the Periodic review recommendations.

  To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:

  Minimum Criteria

  • A demonstrable track record of successfully leading digital transformation, as well as cultural change. You will be experience in delivering complex projects on time, on budget and to quality/ delivering the expected outcomes/benefits.
  • Articulating a compelling vision and strategy turning these into actionable plans that are successfully embedded and measured; The ability to articulate a clear vision for change and bring people on a journey of transformation.
  • Operating from strategy to details, including the ability to assess the financial implications.
  • Leading culture change.
  • Exceptional stakeholder management and influencing skills with a broader set of stakeholders, at all levels including Board, and Excellent problem-solving skills.

  Why Financial Ombudsman Service?

  We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values

  We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

  • 25 days holiday entitlement, with the option to buy extra or sell days
  • Generous pension
  • Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
  • Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
  • Employee Assistance Programme
  • Extensive opportunities for personal and career development
  • Fully equipped on-site gym open 24 / 7 (London office only)
  • Extensive Well-being resources including on-site therapists (London office only)
  • Beautiful and bright London office looking over the Thames and near to mainline stations
  • Our Coventry office is 2 minutes’ walk from the main station
  • Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

  How do I apply?

  • Please upload an up-to-date copy of your CV to apply for this position.

  Applications need to be submitted by midnight on Sunday 10th December 2023

  Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

  A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the recruitment process.

  We’re proud to be an inclusive employer

  We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

  We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

  We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

  We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.org.uk and let us know your preferred method of contact.

  Find out more

  Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!

  • LinkedIn: Financial Ombudsman Service
  • Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us

  Good luck with your application!

• About the company

  The Financial Ombudsman Service is an ombudsman in the United Kingdom.

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