Digital Transformation Change Lead

We have an exciting opportunity for a Digital Transformation Change Lead to join our team! In this pivotal role, you will spearhead the implementation of AgentAssist, ensuring seamless integration and maximum utilisation across all agent teams. You will leverage your business acumen to identify and capitalise on commercial opportunities, driving strategic initiatives that align with our long-term business vision. This role involves leading workshops, coordinating training, and driving change management initiatives to enhance agent performance and customer satisfaction, ultimately contributing to our competitive advantage and market growth. Job title: Digital Transformation Change Lead Job Description: Key Responsibilities: Conduct discovery workshops and call shadowing to identify agent pain-points. Introduce and validate agent-assist features, addressing pain points, through workshops and demo calls. Lead dedicated sessions to gather feedback and customise solutions with QA and Operations managers Lead business case validation activities Assess agent workspaces and define test groups, agreeing key tracking metrics Support the implementation of change management mechanisms to drive adoption and gather feedback Organise 'train the trainer' sessions and coordinate training with launch emails for the test cohort. Track performance and communicate improvements in governance forums Develop onboarding and scale-up plans and ensure 100% adoption. Handover to BAU support and client operation teams. Able to work Hybrid from one of our Capita offices and travel as required Experience: Proven experience in leading change management initiatives, preferably in a contact centre environment Strong understanding of AI and agent-assist technologies. Excellent communication and facilitation skills. Ability to work collaboratively with cross-functional teams. Strong analytical and problem-solving skills. Able to effectively communicate with internal and external stakeholders, adept at appropriately challenging to drive improved outcomes. Proven ability to understand and apply comprehensive business insights to drive strategic decision-making, identify growth opportunities, and enhance overall organisational performance. Skills: Service Design Change Management Workshop Facilitation Training Coordination Performance Tracking Stakeholder Management Business Acumen What we hope you’ll do next: Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Location: London , United Kingdom Time Type: Full time Contract Type: Permanent Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors. Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.