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: 
        

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