Change Lead

About the role

The Change Lead will drive a greenfield initiative to secure an Electronic Money Institution (EMI) licence and redesign the customer service model from traditional phone/email to a digital‑first experience. Working in a fast‑paced, ambiguous environment, you will translate strategic goals into concrete change plans and ensure operational readiness across the organisation.

Key responsibilities

• Analyse and define the impact of change on customers and collaborate with operations readiness teams to prepare for transitions.
• Break down high‑level strategic objectives into actionable steps and embed them into daily business processes.
• Lead the end‑to‑end change management lifecycle, from design through to implementation and post‑go‑live support.
• Design and optimise a digital‑led customer service offering, measuring improvements from the customer perspective.
• Proactively manage shifting priorities, develop solutions, validate with leadership and drive execution without waiting for direction.
• Coordinate a wide range of stakeholders across a large matrix organisation to align on project outcomes.

Required profile

• Proven experience in end‑to‑end change and project management within large, matrixed organisations.
• Strong analytical mindset with senior business analyst or change analyst capabilities.
• Lean or Six Sigma methodology knowledge, preferably Green Belt certification.
• Ability to thrive in ambiguous, greenfield projects and adapt quickly to changing priorities.
• Excellent stakeholder management and communication skills.

Required skills

• Salesforce (CRM platform)
• Lean Six Sigma Green Belt