Transformation Manager – Retail Operations

• Lead and deliver strategic change across Retail Operations and cross-functional programmes
• Drive opportunities across growth, customer experience, operational efficiency, commercial performance, regulatory compliance and colleague engagement
• Identify opportunities, design solutions and embed sustainable improvements supporting the wider retail strategy
• Convert strategic initiatives into actionable transformation plans
• Coordinate end-to-end delivery of change initiatives
• Support the development of Transformation Analysts and Business Readiness Executives
• Partner with senior stakeholders to identify, assess and prioritise transformation opportunities
• Translate business objectives, customer insights, operational performance, regulatory requirements and market trends into sequenced change portfolios and roadmaps
• Own initiatives from discovery and business case development through implementation and benefits realisation
• Manage scope, plans, budgets, risks, dependencies and quality standards
• Use data, operational KPIs, customer feedback and colleague insight to identify improvement opportunities
• Redesign processes, validate solutions and deliver sustainable operational efficiencies
• Lead operational readiness activities covering people, processes, systems, controls, training, communications and performance measures
• Embed changes into business-as-usual operations and track benefits through post-implementation reviews
• Build relationships across Operations, Technology, Compliance and enabling functions
• Influence decision-making, manage change impacts, communicate progress and risks, and build transformation capability
• Maintain governance, reporting, documentation, benefits tracking and risk management while ensuring regulatory compliance and delivery quality

• Proven experience delivering complex, multi-channel transformation, change and continuous improvement programmes, ideally in a regulated environment
• Proven track record leading end-to-end change
• Experience translating complex strategic objectives into actionable transformation plans
• Experience shaping portfolios of work through prioritisation and sequencing
• Ability to align initiatives to commercial, customer and cost/control outcomes
• Strong commercial acumen
• Ability to independently develop and present compelling business cases, benefits realisation plans and ROI models
• Robust analysis and clear value propositions to support investment decisions
• Capability in programme delivery, operating model design, process mapping, requirements definition and continuous improvement methodologies
• Structured risk management, RAID governance and benefits realisation controls
• Exceptional stakeholder engagement, facilitation, negotiation and communication skills
• Experience managing stakeholders and SMEs across multiple functions
• Ability to simplify complex concepts and influence decision-making at all levels
• Strong analytical, problem-solving and organisational skills
• Root cause analysis and ambiguity management
• Confident decision-making and ability to work independently with strategic direction
• Ability to manage multiple priorities and deliver high-quality results
• Must be able to complete thorough referencing, including credit and criminal record checks
• Regrettably, sponsorship is not available for this role

Demonstrates expertise in leading complex transformation initiatives, aligning strategic objectives with operational execution, and ensuring regulatory compliance. Proficient in stakeholder engagement, risk management, and delivering sustainable improvements across retail operations.

• Change Management
• Transformation Planning
• Stakeholder Engagement
• Regulatory Compliance
• Operational Efficiency

• Programme Delivery
• Process Mapping
• Requirements Definition
• Continuous Improvement Methodologies
• Data Analysis
• Benefits Realisation Risk Management
• ROI Models
• Operational KPIs
• Business Case Development

• Communication Skills
• Problem-Solving Skills
• Organisational Skills
• Negotiation Skills
• Facilitation Skills

• Retail Operations
• Multi-Channel Transformation
• Commercial Acumen
• Governance
• Change Impact Management