Business Change Specialist (Support & Customer Service)

Location: Forfar (Hybrid - 20% office-based until March 2026)



Hours: Monday - Friday, 8:45am - 5:00pm



Salary: £42,200



We're looking for a confident and capable Business Change Specialist to lead a programme of change that improves customer experience and financial processes across our organisation.



In this role, you'll:

* Lead and support change management initiatives with a strong customer focus

* Manage and deliver projects using a systems-thinking approach

* Create and maintain project documentation and business cases

* Collaborate across teams using matrix management

* Provide expert guidance on data, financial processes, and service design

* Communicate change clearly and effectively through engagement activities



What You'll Bring:

* Strong project and change management experience

* Excellent communication, analytical, and organisational skills

* Experience working in customer-focused environments and leading IT system development

* Ability to work collaboratively across teams and manage conflict constructively

* A proactive, resilient, and adaptable mindset with a commitment to continuous learning

* A values-driven approach, with empathy and professionalism at the core

* Strong internal consultancy skills and the ability to challenge and influence effectively



This is a hands-on role where you'll hit the ground running-leading projects, influencing service design, and helping us deliver smarter, more human experiences.



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