Role Purpose
Lead program governance and change management across Pilot and Roll-out phases. Ensure disciplined execution, risk management, stakeholder alignment, training, and communication to drive adoption of new ways of working across MT teams, Field Execution (FE), and customers.
Key Responsibilities
Program Governance & Coordination
- Develop and maintain the master plan for Pilot, Soft Roll-out, and Full Roll-out.
- Facilitate SteerCo meetings; prepare reporting packs and dashboards.
- Maintain RAID logs and RAG status across Pods.
- Ensure smooth transition from Pilot to Roll-out with no governance gaps.
- Capture knowledge and ensure handover into BAU.
Change Management & Adoption
- Lead the change management workstream across all phases.
- Develop and execute stakeholder engagement plans.
- Oversee training delivery (SOPs, dashboards, PJP, KPIs).
- Design and deliver communications (newsletters, success stories, quick wins).
- Manage feedback loops and pulse checks; integrate learnings into the program.
Deliverables / OKRs
- Weekly-updated master plan maintained throughout the program.
- 100% of SteerCo sessions supported with up-to-date dashboards.
- Risks/issues tracked and escalated within 48 hours.
- Stakeholder engagement plan signed off before Pilot launch.
- 100% of Pilot squads & FE partners trained pre-Go-Live.
- ≥80% satisfaction score from FE & customer stakeholders in Pilot survey.
- Weekly change management comms published on time.
- Regional roll-out training completed by Dec 2025 with ≥90% completion rate.
- Final transformation playbook handed over to BAU by Sep 2025.
