Transformation Manager – Retail Operations

Overview

In this role you drive strategic change across Retail Operations and cross-functional programmes to boost growth, customer experience, and efficiency. You translate business aims and customer insights into a sequenced transformation roadmap and lead end-to-end delivery. You’ll embed sustainable improvements, build capability, and ensure regulatory and governance standards. This is a data-informed, cross-team role that shapes the way we operate at scale and supports the business transformation journey.

Pay / Benefits

• Flexible hybrid working
• Competitive bonus scheme
• Private medical insurance
• Life assurance and pension contributions
• Mental wellbeing programme
• 27 days annual leave plus bank holidays

Responsibilities

• Shape and prioritise transformation strategy with senior stakeholders to create a sequenced portfolio and measurable outcomes
• Lead end-to-end delivery of transformation initiatives from discovery to benefits realisation
• Drive continuous improvement using data, KPIs, and customer/colleague insights to redesign processes
• Ensure business readiness and adoption including people, processes, systems, controls, and training
• Build stakeholder engagement and change capability across Operations, Technology, Compliance and enabling functions
• Maintain governance, risk and regulatory compliance with reporting, documentation, and risk management controls

Key requirements

• Proven transformation and change leadership in complex, multi-channel programmes (preferably regulated)
• Strategic planning and portfolio management translating objectives into actionable plans
• Commercial acumen with ability to build business cases and ROI models
• Delivery and process improvement experience with risk management and benefits realisation
• Stakeholder management and clear communication across multiple functions
• Analytical thinking, problem-solving and independent working with strong organisational skills

• Stakeholder engagement
• Communication
• Analytical thinking
• data-driven decision making
• KPI analysis
• change management methodologies

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