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Senior CX Business Efficiency Manager

Main Purpose

To lead the successful implementation of and transition to business change arising from projects or other CX Directorate requirements. To secure the delivery of desired programme outcomes and benefits and to lead change management activity across the CX functional teams. The incumbent will also focus on the people side of change, including changes to business processes, systems and technology, job roles and organisational structures where required. The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and minimize resistance. The Senior CX Change Manager will seek to drive faster adoption and higher utilisation of change schemes, whilst ensuring employee engagement is at the forefront of plans. All change improvements must have benefits to colleagues and customers, create value (ROI) and achieve the desired results and outcomes.

Principal Accountabilities


  • Leading the interface between projects / programmes and front line operations, in liaison with the appropriate Head of and other Senior Managers to secure the delivery of project / programme outcomes and realisation of benefits whilst maintaining BAU.
  • Ensuring that all projects managed meet the desired outcomes and objectives of the project sponsor.
  • Measuring and managing project impact on operational areas and providing solutions which facilitate project deliverables whilst maintaining operational stability during any transition process.
  • Liaison with other programme and project managers and attending programme and project boards as required to bring a whole directorate perspective to business change whilst developing a partnership approach to enable both sides to deliver successful outcomes
  • Represents the CX Directorate in project teams to ensure any change proposed has full impact assessment on BAU and ability to achieve targets.
  • Obtaining assurance for the project sponsor that the delivery of any business change is compatible with the realisation of wider functional objectives

Managing Benefits:

  • Defines the benefits that are achievable within their projects/programmes and puts in place appropriate measures to test benefit realisation.
  • Ensures maximum improvements are made to existing and new business operations as projects deliver.
  • Responsible to the Head of CX Change Programmes, for ensuring that programme benefits are realised and continuously monitored and managed as part of the wider functional strategy
  • Writes, refines and continually updates programme benefits profiles, risk and issues logs and other supporting documentation undertaking regular reviews with Project Managers to assess the benefits and disadvantages arising in the course of their projects.
  • Measures and monitors business Key Performance Indicators (KPIs) affected by change
  • Identifies the impact of change on BAU KPIs and takes action if the result is not positive
  • Assesses relevant management information reports, identifying risks and issues and briefing senior managers on major implications for programmes and projects
  • Gives a view on whether a product or solution is fit for purpose and can be implemented within the business, recommending whether to proceed or stop with transition.
  • Conducts impact analysis, assess change readiness and identifies key

Managing the Transition of Change in the Business:

  • Identifies what changes in processes, procedures and practices are needed to achieve change and deliver the planned benefits
  • Applies a structured methodology to lead change management activities, and creates a strategy which supports the adoption of any changes required.
  • Works with operational managers to embed changes within the business.
  • Meets with relevant staff groups as required in order to identify potential problems areas and ensure that managers have the necessary information to communicate changes and their impact to staff. Visits work places to meet staff and user groups to discuss change issues and encourage and motivate them to embrace the change and realise the benefits
  • Leads change management activity across the directorate and into business operations. Works closely with the other Business Change Managers
  • Supports required training efforts that compliment the change, providing input and documentation to support the design and delivery of programmes.
  • Identifies, analyses and prepares risk mitigation tactics
  • Identifies and manages anticipated resistance to change
  • Creates actionable deliverables for the five change management levers: Communications plan, Sponsor roadmap, Coaching plan, Training plan and Resistance management plan

Minimum Requirements

  • Detailed knowledge of the business environment and direct business experience - in particular, they need to be able to glean a quick understanding of the management structures, politics and culture within SWR.
  • A solid understanding of how people go through change and the change process
  • Have effective marketing and communication skills so they can sell the programme vision to staff at all levels of the organisation
  • Experience of relevant management and business change techniques such as business process modelling
  • Proven experience in the ability to understand wide ranging, out of the ordinary, technical and business proposals in depth.
  • Excellent commercial sense
  • Ability to prioritise in a fast paced, demanding environment, working to challenging deadlines
  • Excellent communication skills with evidence of ability to liaise with and deliver complex information to a broad range of stakeholders
  • Ability to take the lead on the approach to planning, forecasting, estimating and managing uncertainty, metrics, measurements and contingency planning.
  • Ability to work to individual targets with guidance only in the most complex situations
  • Has attention to detail in both planning and delivery
  • Excellent project management skills with the ability to manage multiple priorities (personal and of others)
  • Ability to lead and work as part of a successful team
  • Experience of embedding change within an organisation
  • Budget management of both income and expenditure to significant levels
  • Experience of delivering against KPIs and adapting approach based on learnings
  • Has evidence of delivering projects to cost, time and quality requirements

Working Pattern

Working on Average 37 hours per week.


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South Bank Central
30 Stamford Street, South Bank, London, England, SE1 9LS
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    All Other Roles
  • Contract Type:
  • Contracted Hours:
  • Location:
    South Bank Central
  • If temporary, length of contract:
    12 Months
  • Closing Date:
    27 November 2020
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