Change Portfolio Partner (Customer)

Job Description

To lead the complete portfolio of Customer change and transformation initiatives throughout the end-to-end change cycle from visioning to embedding initiatives successfully. This Customer portfolio will include all categories of change, from small continuous improvement activity through to large transformational programmes.

This role will partner with Customer colleagues to deliver optimal business performance in the Customer area and will also play a leading role within the network of Change Portfolio Partners, working together with the Head of Transformation to lead and orchestrate change and transformation initiatives across the whole Scheme to help deliver the strategic goals of the scheme.

My Skills

Technical

You will have technical expertise (or demonstrate the ability to acquire expertise) in the following:

• Strategic thinking & context
• Prioritisation and strategic alignment
• Benefit realisation
• Portfolio planning & management
• Dependency mapping
• Resource planning & management
• Governance and reporting
• Risk & issue management
• Budget management
• Digital literacy

Business

You will have technical expertise (or demonstrate the ability to acquire expertise) in the following:

• Project & change mgt.
• Data analysis & insights
• Business acumen
• Business cases
• Transformation experience
• People experience
• Customer experience

People

You will have the skills and behaviours in the following:

• Leadership
• Coaching & mentoring
• Strategy
• Delivering performance
• Business partnering
• Stakeholder relationships
• Persuasion & negotiation
• Working inclusively

My Knowledge

You will be able to demonstrate the knowledge, experience, or mastery of:

• Programme management qualification or equivalent
• Project management qualification or equivalent
• Experienced in change & transformation delivery at a programme / portfolio level
• Demonstrable ability to lead cross-functional team

My Role

In leading the Customer Portfolio in the organisation, you will:

• Partner with the sponsor, business leads and external to shape the portfolio’s strategic thinking, outcomes and measures of impact. Manage the roadmap of change ensuring strategic alignment with organisation outcomes and prioritisation by value. Identify dependencies within and across portfolios and work with CPP colleagues to manage these.
• Work with the Change Portfolio Partner community to develop professional capability to drive customer strategic thinking, promote understanding and visibility of linkages to initiatives in other portfolios to enrich knowledge of the Business wide Portfolio of Change and impact on the Customer portfolio
• Accountable for delivery of initiatives within the portfolio, excluding the CX programme. Providing hands on, E2E management of programmes and projects within the portfolio directing the work of programme managers and project managers to ensure they deliver to the portfolio objectives and outcomes
• Facilitate the story telling of the portfolio and its key objectives and deliverables and how it is contributing to the corporate strategy and organisational outcomes. Work with the portfolio team to provide reporting and updates to the PMO and HoT regularly and when required.
• Work with the portfolio sponsor and PMO to manage the portfolio budget with monthly reviews and annual and quarterly planning. Assist in making and implementing budgetary decisions with the delivery teams.
• Work with the Business Leads on initiatives to determine the required resources and agree decisions based on prioritisation where required. Work with the PMO to feed into the resource pipeline for both C&T resource and business resource.
• As a member of the Change Leadership team inform and deliver the strategic roadmap for the team and development of transformational capability. Manage and develop a team of change and transformation specialist both within the Customer portfolio team and within the C&T Team as a member of the Change Leadership Team. Be an expert in key disciplines (Programme, mgt, project management, change and benefit management, PMO, business analysis).