Business Change Lead (Customer Care)


Project Management
Malmesbury - United Kingdom


  • Support the CARE+ Programme and deliver the Business Change and Training across Global Dyson markets.
  • Work with key senior and exec sponsors on defining and scoping of key commercial, operational or Customer centric initiatives as part of the CARE+ programme.
  • Work in collaboration with Group functions such as Global IT in managing the Business Change impacts.
  • Working within the CARE+ Portfolio, facilitate prioritisation and allocate change resources to deliver all projects and programmes within the portfolio successfully.
  • Manage a 2 tier team of Project Change Managers and Business Improvement Analysts.
  • Either directly or indirectly lead on business lead change initiatives or support global IT with change management resources to support an IT driven change.
  • Work with 3rd party’s where necessary.
  • Role scope covers multiple business units and channels - Direct, CS, Ops, 3rdParty Retail.


  • Define the change agenda roadmap with the exec in alignment with the market strategies
  • Define and agree our change principles and level of governance requirements by project
  • Ensure standard ways of working focusing on impacts to ‘People, Process, System and communication
  • Working with the Global Delivery Lead and the exec to improve understanding of why business change is critical to the success of any major change initiative.
  • Create and manage a project pipeline and prioritise projects with the CARE+ Delivery and Programme Leads prior to securing resource from Group dependencies e.g. IT
  • Ensure each project has a clear scope, business case and is aligned to our 5 year plan and strategy
  • Work in conjunction with CARE+ IT Programme manager to secure IT resource to deliver the technical change requirements, using the business case/scoping documentation.
  • Work closely with group product owners to deliver change and best in class Customer experience.
  • Define a suitable governance framework with the market exec team.
  • Feed into high level requirements.
  • Identify, monitor and minimise any operational risks associated with change projects.
  • Represent markets both operationally and commercially in meetings across Group, IT.
  • Provide status updates on change and manage market expectation in accordance to timelines.
  • Provide regular updates on project progress, gaining decisions on key risks/ issues.
  • Support in market system releases across current and future CRM/ digital solutions.
  • Develop in market manager capabilities in managing change initiatives – coaching and support.
  • Direct line management for small team


  • You will have demonstrable project management experience where you will have planned and delivered multiple projects successfully using either or all of the following principles and methodologies: Lean/ Six sigma, Agile, Waterfall, APMG
  • You will have successfully delivered a change portfolio at a regional or global level (ideally) within a large matrix structured organisation
  • You will have lead end to end business change and been responsible for implementing governance frameworks and defining change principles, as well as developing manager capability at a local / market level to plan and manage change initiatives
  • You will have previous experience of delivering / launching new system releases e.g. CRM / Digital solutions
  • You will have a collaborative style to your work and be happy to roll up your sleeves if and when required 
  • Able to demonstrate strong communication skills and be comfortable presenting to exec and senior management level
  • You will need to be commercially savvy and resourceful 
  • Previous experience of working with and overseeing 3rd Party productivity 
  • You will be a self-starter, detail oriented, have a real interest and enjoyment in ‘seeing change through and making things happen


  • 27 days holiday plus eight statutory bank holidays
  • Pension scheme
  • Performance related bonus
  • Life assurance
  • Sports Centre
  • Free on-site parking
  • Lift share scheme
  • Subsidised café and restaurants
  • Discount on Dyson machines

Posted: 18 June 2019