Customer Change Lead (Contract) – Transformation Program About the Role We are seeking an experienced Customer Change Lead to join a major transformation program focused on delivering a new digital platform and transitioning customers from a legacy system. This is a senior, hands-on delivery role embedded within a high-profile project team. You will lead the end-to-end customer change and migration strategy—ensuring customers are informed, prepared, and supported through every stage of the transition. Working closely with project leadership, technical teams, and communications specialists, you will play a critical role in driving customer adoption, minimising risk, and ensuring a smooth and successful rollout. Key Responsibilities Lead the design and delivery of customer-focused change activities to support transition to a new platform Develop and manage an integrated customer migration and onboarding plan aligned to project milestones Provide expert advice on change impacts, readiness, risks, and mitigation strategies Deliver clear, timely, and targeted communications to external customers (technical and non-technical audiences) Drive customer enablement initiatives including webinars, training materials, FAQs, and onboarding guides Coordinate API-related change activities in partnership with technical teams and vendors Manage customer migration waves, including planning, execution, and post-migration validation Oversee hypercare support, monitoring adoption, resolving issues, and capturing feedback Support internal readiness across operational teams including billing, legal, and support functions Establish and track change effectiveness measures to continuously improve adoption and experience Collaborate closely with project teams and delivery partners to ensure alignment with go-live plans About You You are a highly capable Change Lead with strong experience delivering customer-facing change in complex environments. You bring: Extensive experience in change management within large-scale transformation programs Proven experience leading customer or client-facing change initiatives Strong stakeholder engagement and influencing skills across all levels Experience delivering communication, training, and enablement artefacts Ability to translate complex technical changes into clear, user-friendly messaging Experience working with digital platforms, APIs, or technology-driven change (highly regarded) Strong analytical and problem-solving capability Excellent written and verbal communication skills Ability to manage competing priorities in a fast-paced environment Relevant qualifications or certifications in change or project management methodologies are desirable. What’s on Offer Initial 6-month contract with potential for extension Opportunity to work on a large-scale transformation program with real impact Flexible working arrangements Collaborative and high-performing project environment Apply Now If you’re an experienced Change Lead who thrives on driving customer adoption and delivering meaningful transformation outcomes, we’d love to hear from you.