Business Change Manager

Direct Line Insurance Group plc; London, Leeds; Hybrid; GBP 50,000 - 90,000

Job description

Business Change Manager – Fixed Term Contract
Leeds or London – Hybrid working, 2 days a week in the office

• Fixed Term Contract/Internal Secondment – Up to 12 months

Let’s make the most of your talent

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

Here, transformation is constant. Our change teams lead the way, shaping and delivering business change on an unprecedented scale. As one of the industry’s biggest success stories, we’ve got a reputation to uphold, and the evolution of an entire industry to chase. From organisational structure to people and processes, governance to location, our large scale, complex programmes affect every aspect of Direct Line Group’s development.

What you’ll do

Within this role, you will be responsible for the delivery of end to end business change within Business Services and Claims, as well as to support wider DLG change – focusing on the people impact. Planning, communicating, managing and controlling the landing of change projects and programmes into the business, ensuring that change is sustained, and that business outcomes and benefits are delivered.

• Assess the impact of change, taking into consideration business impact and readiness – training, employee relations, communication and leadership capability. To identify and manage implementation strategies, together with risk and opportunities, that transform business as usual from the status quo to new ways of working.
• Prepare the business - by developing and sustaining trusted relationships, owning and consulting with colleagues at all levels, on people and cultural impacts. Working closely with HR Business Partners to ensure that all aspects of people change is managed effectively and in accordance with company policies and procedures.
• Create the vision and build a clear project plan based on realistic planning assumptions, paying attention to activities that impact people, process, culture or operating models.
• Drive the implementation of the required changes against clear business acceptance criteria, such as processes and operational MI, ensuring that once it is delivered, change is sustained and continues to deliver against the original objectives.
• Communicate the benefits of change - build momentum and embed knowledge, removing obstacles and coordinating transition activities, creating stability and a sense of the new being the norm.
• Work closely with SMEs and colleagues from other key support departments including, Learning, Internal Comms, Knowledge Bank, as well as utilising other specialised services including Testing & Release Management, Technology Services and Procurement & Supply Chain, amongst others.
• Lead effective, informed and highly motivated change teams – either partnering with a dedicated delivery work stream, supporting a large programme, or leading a number of projects within a portfolio. Leveraging skills and encouraging/facilitating cross functional working.
• Effectively manage risks and dependencies associated with people impact and business readiness, in line with DLG risk framework. Input into key project governance controls, including; change control, risk, issue, benefit, cost & dependency management; project planning & milestone tracking, and delivery assurance.
• Be an ambassador in the field of Change Management - accredited AMPG Change Management Practitioner (or demonstrable experience) actively transferring knowledge, to build the capability within Claims and the wider DLG business.
• Deliver all change management documentation in accordance with an agreed delivery framework and methodology, on time and to a high standard.

What you’ll need

• Change Management – APMG Change Management Practitioner certification or proven hands-on experience leading change initiatives, with a strong focus on embedding change in relation to people impact.
• Project Management – Strong understanding of both Agile and Waterfall methodologies.
• Stakeholder Management – Ability to engage, influence, and collaborate effectively with stakeholders at all levels, ensuring alignment and support for change initiatives.
• Negotiation & Influence – Skilled in managing resistance, securing buy-in, and driving positive behavioural and cultural change.
• Business & Commercial Acumen – Strong understanding of business operations, financial considerations, and commercial drivers, ensuring change delivers tangible business benefits.
• People-Centred Change – Expertise in understanding the human impact of change, supporting colleagues through transitions, and embedding change in ways that are sustainable and well-adopted.
• Communication Skills – Excellent written and verbal communication, with the ability to articulate the purpose, benefits, and impact of change in a clear and compelling way.
• Functional Expertise – A solid understanding of business processes, operations, and how change affects teams and individuals at all levels.

What we’ll give you in return:

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

• 9% employer contributed pension
• 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
• Up to 10% annual bonus
• 25 days holiday (rising by 1 each year to 28) + bank holidays and option to buy or sell up to 5 days
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
• Buy as you earn share scheme
• Employee discounts and cashback

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. Read our flexible working approach here

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We’re proud of who we are, of what we do, and what every single one of us brings. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

Together we’re one of a kind.

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