Business Change Manager

Employment type: Fixed term Contract until March 2026

Salary: £53,830 base salary (plus £3,520 London Allowance if applicable)

Hours per week: 36 hours and 15 minutes

Location: Blended between office and home (England and Wales). Remote options within England and Wales available

Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

The role

Our goal is to provide value for money across the entire network of local offices while delivering high-performing, client-focused services. We are currently embarking on a transformative journey to make sure we can achieve this and ensure our services are sustainable and complement the delivery of our funded services. We are now moving into the design phase of our membership support project having completed the work around engagement and discovery.

We are seeking an experienced and skilled Business Change Manager to lead and drive the transformation of our membership support model, charging regime, and approach to delivering nationally funded services. The ideal candidate will already have extensive programme and project management experience and excel in building trusted relationships with stakeholders, take ownership of solving challenging problems, and possess exceptional organisational skills to manage planning, dependencies, risks, governance, and budgets across multiple workstreams.

Key Responsibilities

• Lead the implementation of strategic change initiatives using project and change management expertise.
• Develop and implement major change initiatives to support the organisational strategy, ensuring delivery to time, quality, and cost targets while actively managing risks, issues, and budget.
• Coordinate project governance arrangements, provide accurate status reporting for senior stakeholders, and manage project communications and stakeholder management.
• Lead the development and implementation of change management strategies and plans for major change projects, aiming to introduce and embed change in behaviours, values, priorities, processes, and structures.
• Build team and service-wide capability in project and change management by designing and delivering training sessions, workshops, and standardising processes and tools based on industry standards.
• Promote and embed good practice in project and change management at all levels through positive and productive relationships with stakeholders, internally and externally.
• Represent Citizens Advice externally to partners and stakeholders and lead and develop teams or projects as required.

To apply

Clicking on the LinkedIn apply button will take you to our original job advert (where you can also download a candidate pack with more information about the role). From there you can submit your application. Please submit an anonymous CV and anonymous cover letter that addresses the first 3 essential criteria of the person specification (please keep your cover letter to maximum 2 pages):

• Extensive project and programme management experience including knowledge of current methodologies and tools and their practical application.
• Extensive change management experience including knowledge of current methodologies and tools and their practical application.
• Proven ability to plan and deliver business change projects successfully.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue – a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector – people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that’s the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.

The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Our commitment to colleague wellbeing is reflected in us being awarded Gold in the Health & Wellbeing category, as well as Overall Winners, at the Employee Experience Awards 2022.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

Citizens Advice seeks to redeploy internal staff who are at risk or under notice of redundancy and will prioritise them in the recruitment process where necessary. If you have been confirmed as at risk or under notice of redundancy please ensure you indicate this in the at-risk box in your application.

In the event of a high number of applications, we reserve the right to close the application early.