Claims Change Readiness Manager

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Job Title: Claims Change Readiness Manager
Location: Tunbridge Wells – Hybrid – 3 Days in Office

Employment Type:

6 Months Fixed Term Contract
Hours: Monday-Friday

AA Summary

Think the AA is just about roadside assistance? Think again!

As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team.

Ready to join us?

#LI-EJ1 #LI-Hybrid

As Change Readiness Manager, you’ll play a key role in bringing change to life across our Claims transformation initiatives, making sure our operational teams are ready and confident for what’s ahead.

You’ll lead readiness and adoption activity, ensuring colleagues have the training, support and understanding they need to successfully embrace new processes, systems and ways of working.

• Leading the definition and delivery of change readiness activity across Claims transformation initiatives.
• Creating clear readiness plans, action plans and risk logs to keep change activity on track.
• Identifying key stakeholders and building strong relationships to gain commitment and support for change.
• Establishing effective governance, ensuring change activity follows agreed processes and standards.
• Assessing the impact of change on operational teams, processes, systems and ways of working.
• Ensuring colleagues are prepared for change through effective communications, training and ongoing support.
• Analysing business processes and data to identify opportunities for improvement, efficiency and reduced waste.
• Collaborating with project teams and key business areas to understand requirements and coordinate successful delivery.
• Communicating progress, risks and readiness through engaging workshops, presentations and updates for stakeholders and senior leaders.
• Championing best practice, regulatory compliance and AA behaviours, helping to embed sustainable change across the organisation.

• Proven experience of leading small to medium-sized change projects within a fast-paced environment.
• Strong understanding of Lean process design and Lean Six Sigma principles, ideally supported by a relevant qualification.
• Previous exposure to Claims, Insurance or a similar operational environment.
• Knowledge of Road and Insurance products would be advantageous, but isn’t essential.
• Excellent communication and presentation skills, with the confidence to engage and influence colleagues and stakeholders at all levels.
• Strong workshop facilitation skills, with the ability to bring people together and turn discussions into clear actions.
• Exceptional organisational skills, with the ability to prioritise, manage competing demands and take ownership of your workload.
• Excellent analytical and numerical skills, with the ability to interpret complex information and turn it into meaningful insights.
• Strong Microsoft Office skills, particularly PowerPoint, Project, Word and Visio; experience with Triaster would be advantageous.
• A collaborative approach and relevant project management knowledge or qualifications, such as PRINCE2 or equivalent.

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre‑employment checks including work reference, credit and criminal record checks.