Change and Continuous Improvement Partner, Core Banking

The Change & Continuous Improvement team is the bridge between our Product and Operations teams and keeps us agile, efficient, and always evolving. They deliver safe, effective and sustainable change to our frontline teams by assessing change requests, guiding teams through the change management process and fostering continuous improvement. You'll be at the heart of transformation: shaping how change lands across our Customer Operations teams, supporting magical customer journeys, removing friction from processes, and empowering COps to deliver better, faster, and more confidently. This isn’t just about fixing what’s broken — it's about making good things even better. You will lead change management across fast moving projects, from process redesign to product launches; maintain, adapt and continuously review domain processes, workflows and supporting documentation; proactively identifying opportunities for improvement and lead on maintenance and plans to implement change; partner with Product, Ops and Customer Ops teams to ensure change is adopted, embedded and maintained; develop and deliver readiness plans for embedding change into Customer Operations teams and processes; analyse data sources to identify operational pain points and to streamline workflows and processes; communicate recommendations for change and improvement to stakeholders and collaborate with the relevant teams to action; design frameworks, playbooks and Customer Operations process updates using the latest Ops Product systems/tools to help teams scale their ways of working with consistency and clarity. The role will also create and maintain operational guidance and processes to ensure they accurately reflect our policies, standards and procedures; ensure help articles and other customer facing materials remain current; document service level agreements and hard deadlines for all operational tasks; track the impact of change and improvements through KPIs, metrics and feedback loops and support the operation with low/medium operational incidents which have a customer or process impact.