Business Change Design Manager (end to end change)

London is one of the world’s most exciting and vibrant cities, we work hard to ensure millions of people can make the most of it. Whether it’s a trip on the Tube or even a walk down the road, we care deeply about our customers’ experience and safety and we’re all about making ‘Every Journey Matter'.

We’re proud of our heritage and we are working hard to help London grow whilst improving the quality of life for everyone now and in the future. Working for the company means being part of a progressive, fast paced, world-renowned organisation where we are focusing on finding new ways to plan London's growth. We’re proud to be working on opportunities to do this such as putting in step-free access at stations and low emission bus zones. you will find diversity is valued and your contributions and differences appreciated. This also allows chances to innovate; to make a positive impact on millions of Londoners every day and to take your career in any number of exciting directions.

Job Purpose and Key Accountabilities

Change has become the norm in many organisations and our company is no different. To achieve our aim of becoming the world’s leading transport authority, we need to be constantly evolving to adapt to our customers’ needs and ensuring our organisation is running as effectively and efficiently as possible.

This makes it an exciting time to be joining the Change Team. The team is responsible for scoping, designing and delivering change programmes and projects across the company that allows us to deliver our ambitious vision.

Reporting to one of our Senior Change Design Managers and working as part of the Change Design and Operating Model team, this role is accountable and responsible for:

• Designing change projects that take account of the needs of our people, our stakeholders and our business
• Leading on activities such as but not limited to the development of Stakeholder mapping and plans, development of communications and engagement strategies, development of Training and development plans and designing alternative ‘Ways of working’ options
• Leading and delivering complex changes projects
• Ensuring all changes are delivered effectively to deliver business benefits
• Ensuring people are fully supported through change, adoption is maximised, resistance minimised, and change is successfully embedded

This role seeks a results-focused Change Manager with experience and a passion in delivering large scale, complex cultural and behavioural change initiatives.

You will be strong in supporting people through change effectively using industry standard change management methodologies, techniques and tools. We need the best talent who use their professional expertise to work with fast moving change programmes – people who are innovative, with attention to detail and can work in a fast-paces, people orientated, output-driven team to deliver change exceptionally; helping us to move towards our vision.

Working within the Change Directorate will provide you with insight across the whole of the company and the chance to develop and to take the next step in your career while playing an integral role in shaping London’s future.

Change design, delivery and management

• Reporting to the Senior Change Design Manager to lead the design of Change and Business Improvement projects, or discrete work packages, conducting detailed business analysis and insight activity
• Develop options to input into the design of a new change programme, and at times specify requirements for other teams to deliver to high quality and within agreed timescales
• Designing and delivering change management plans which support people through change, ensuring that change is adopted well, and resistance minimised
• To lead the detailed definition of project scope and set requirements by liaising with senior managers across the relevant business areas.
• Identify, design and develop change interventions that will successfully support people’s learning and motivation to change and successful embed the change, making it stick.
• Owns the business case for projects within the change programme.

Stakeholder Management, Engagement, Communication and Facilitation

• Designing business and stakeholder engagement strategies and plans.
• Engaging with project and programme teams to change management is effectively integrated within the project or programme plan and approach.
• Developing strong relationships with the area(s) undergoing change and working jointly with the project & programme managers and the business area undergoing change to ensure business ownership of any changes, for example developing and executing the implementation plan.
• Lead the production of high-quality reports and presentations to evidence and build support for the project and its outcomes
• To lead in the planning, running and facilitation of workshops and other forums, to build relationships with internal stakeholders

Benefits and Risk Management

• Identifying and mitigating business change risks or issues. Escalating unresolved issues, risks and dependencies at the earliest possible opportunity.
• Ensure that benefits are identified, monitored, protected during TU consultation and realised in tandem with the Business Lead
• Measure effectiveness of change approach and adjust efforts to achieve sustained change.

Team management

• To direct and supervise a virtual matrix team, both within and outside the role-holders direct team, ensuring that business areas have appropriate input and are bought in to the final project outputs.
• To provide mentoring to, and act as a role model for, all team members to ensure their continued development.

Skills, Knowledge & Experience

Ability to analyse existing processes and develop new effective processes using industry recognised methodologies

Ability to analyse existing operating models, ways of working and develop alternative options which are effectively presented to the stakeholders

Strong written and verbal communication skills, with the ability to utilise skills to influence others and present convincing arguments for change.

Ability to interpret and use different information sources and communicate them to decision makers effectively.

Ability to develop consolidated prioritised plans with defined roles, responsibilities and targets across a portfolio of projects ensuring timely delivery.

Good ability to influence at senior level internally.

Ability to work flexibly and collaboratively across multiple projects (or even teams) as required.

Ability to develop creative ways of working, which delivers excellent customer service, and to ‘think outside of the box’ in a productive approach.

Ability to work under tight time constraints in an environment of high expectation and pressure.

Knowledge

Must have high-calibre academic qualifications and relevant work experience.

Good working knowledge of organisational models and their application, and theory behind successful culture change, technology change and process change.

Good knowledge of TfL's strategy and strategic plan

Good knowledge of a range of analytical methods, including strategy, commercial, customer and business modelling techniques. An individual may not need all of these, but the team will need these to have a balanced mix of these skills

Good knowledge of Project and Programme Management and the role of a Project Sponsor

Good knowledge of TfL operations, or the major principles that can be applied from equivalent organisations.

Good understanding of communication and stakeholder engagement practice and techniques.

Good knowledge of business case development and appraisal methods and techniques.

Some understanding of the strategic transport agenda in London, the UK and globally.

Experience

• Experience of developing relationships with internal stakeholders throughout a diverse organisation and using existing networks of external contacts.
• Some experience in a consultancy or problem-solving type role, including contracting and maintaining relationships with clients (internal or external).
• Experience of feeding into business cases in support of business change, investment programmes or funding applications.
• Experience in analysing, evaluating and interpreting different information sources (including financial and non-financial data) and an ability to communicate outcomes effectively.
• Experience in designing and sponsoring complex business change.