Business Readiness Manager

At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.

Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

The role involves supporting the Programme in delivering change and ensuring business readiness within the A2Z initiatives. It requires the creation and execution of a robust change plan that addresses both internal and external customers, with clearly defined timelines and deliverables aligned to the broader programme schedule to successfully implement the necessary changes. A key responsibility is to define and coordinate customer onboarding activities in collaboration with the Customer Engagement, Product, and Programme teams, ensuring that all relevant customers are adequately prepared at each critical delivery stage.

Additionally, the role prioritises customer readiness across four essential areas: conducting change impact assessments, developing a comprehensive change matrix plan, implementing a two-way communications strategy, and establishing effective testing and training approaches.

• Undertake and manage the change impact assessments required for specific projects/work streams within the wider programme and develop alongside Product and Programme teams the change matrix plan required for each customer type.
• Develop and manage the change plan, in conjunction with the Customer Engagement Programme Lead, ensuring it is aligned with required programme change deliverables, milestones and timelines – adjusting priorities, delivery milestones and focus where necessary.
• Outline the change required for internal customers with business readiness activities and communicate with key relevant stakeholders within the impacted internal teams.
• Proactively identifying and managing risks to the change plan or proposed delivery methodology within the programme framework, escalating as required, and where they become Issues, managing the actions required to close those.
• Work closely day-to-day with the CEM team to support customer interactions, escalations and manage any related impact to the change plan.
• Manage the creation and development of all associated training materials for customers who will be interacting with the Programme.
• Manage the critical interactions between the programme team, the product team and the communications team to ensure all customer communications are accurate and aligned to programme milestones , deliverables and timelines (microsite, newsletter, board updates, general updates, customer specific updates).
• Work alongside the Workstream Leads to stay abreast of the delivery plan and how it links to customer readiness, specifically focusing on where plans need to flex and pivot.
• Coordinate with the CEM and testing teams to ensure a rigorous approach to understanding all customer needs and scenarios for testing has taken place.
• Work alongside the customer testing team to fully consider all customer specific scenarios – these must be understood and documented in a way that can be tested (to identify any customer nuances that a general spec might be able to mask before go live).
• Work closely with the Customer Engagement Programme Lead day to day to ensure customer readiness activities are on track and be capable of pivoting quickly, changing tactics in flight to meet emerging or immediate needs of the Programme.

• Understanding change methodology and experience of using this within a programme to apply to impact assessments and stakeholder management planning.
• Experience of advising delivery work streams of impact of their proposed changes.
• Exceptional stakeholder relationship management and communication skills.
• Significant planning, prioritisation and time management capability.
• The ability to work within a structured programme adhering to…