Senior Change Readiness Specialist

Company Description/ Business Unit

Location: Oldbury – Hybrid – Three Days in Office

Employment Type: Full time permanent

Hours: Monday-Friday 36.25 hours per week

Salary: competitive salary plus up to 10% annual bonus

Think the AA is just about roadside assistance? Think again!

As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?

#LI-CL1 #LI-Hybird

This is the job

As a Senior Change Readiness Specialist, you will be regarded as an expert in change delivery and a pioneer of lean process design. In this key role, you will support the Change Readiness Partner in ensuring the successful implementation of strategic change projects and programmes across the organisation.

You will take the lead in identifying opportunities to improve operational efficiency and in embedding lasting improvements and controls that support Road Operations’ EBITDA objectives. Your contribution will be instrumental in driving business performance and operational excellence.

Although your primary base will be in Oldbury, you will be expected to work flexibly across other sites as required to meet business needs.

What will I be doing?

As a Senior Change Readiness Specialist, your role will be varied and impactful. You will:

• Support the successful delivery of change initiatives across the organisation, ensuring projects within the Change Readiness portfolio are delivered effectively
• Lead the identification, documentation, and implementation of operational efficiency opportunities within Roadside Operations (Indoors), helping to optimise processes and controls in support of EBITDA, cost reduction, and strategic goals
• Represent the department in meetings with internal and external stakeholders at all levels, providing informed recommendations where appropriate
• Act as a deputy for the Operations Manager and/or Change Readiness Partner when required
• Support change readiness activities such as training, process design, resource planning, and communications as part of broader change delivery plans
• Contribute to the end-to-end change governance process, helping to resolve resourcing challenges and ensuring appropriate prioritisation of change projects
• Support or lead the definition of change projects, ensuring clarity of scope and objectives
• Support project governance structures, including steering and working groups, to ensure effective oversight and delivery
• Develop and manage project documentation, including plans, risk logs, and action trackers, ensuring alignment with wider programme governance
• Engage operational teams and leadership, securing buy-in for change initiatives through workshops, presentations, and one-to-one sessions
• Conduct and report on Root Cause Analysis, identifying underlying issues and recommending solutions
• Prepare and deliver regular updates to key stakeholders, highlighting trends, risks, opportunities, and summarising recent activity
• Coordinate cross-functional teams, aligning multiple projects and initiatives with competing priorities and deadlines
• Stay informed on best practice, both internally and externally, and drive relevant change initiatives within the business
• Ensure regulatory compliance is embedded in all business processes and change activities
• Role model the AA behaviours, encouraging a positive and collaborative culture across the organisation
• Help shape the culture within the business improvement function, ensuring alignment with the wider organisational values
• Uphold and enforce change governance processes, ensuring all initiatives follow the agreed framework
• Ensure operational processes are accurately mapped or updated in line with business changes, and feed into relevant workstreams such as training and systems.
• Carry out ad hoc tasks as directed by line management

What do I need?

To succeed in this role, you’ll need a strong blend of experience, skills, and knowledge, including:

• Proven experience leading small to medium-sized projects with successful outcomes
• Strong analytical skills, with the ability to interpret complex data sets and draw meaningful, actionable conclusions
• Experience in compiling and validating business cases, ensuring they are robust and aligned with strategic goals
• Skilled in writing and presenting business proposals and papers to a range of audiences
• Ability to design and facilitate effective workshops, driving engagement and outcomes
• Excellent presentation, communication, and interpersonal skills, with the confidence to engage stakeholders at all levels
• A keen eye for detail, ensuring accuracy and quality in all aspects of work.
• Experience conducting and reporting on Root Cause Analysis, identifying underlying issues and recommending improvements
• Previous experience in a contact centre environment or a similar operational setting
• Experience in delivering training and/or coaching, supporting capability development across teams
• In-depth knowledge of AA breakdown products and operational processes is highly desirable
• Strong administrative and organisational skills, with the ability to manage multiple priorities effectively
• Excellent written and verbal communication skills, tailored to suit different audiences
• Proficiency in key software tools, including but not limited to Microsoft Excel, Word, PowerPoint, Project, Visio, and JIRA
• Familiarity with Triaster is advantageous, though not essential

Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.