Change Adoption Lead NiCE Ops Expert

Change Adoption Lead Salary: £47,914 - £59,893 Location: Peterborough, Edinburgh, Bristol or Reading.Who are Diligenta? Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.   Summary of the role  Within this role you will drive the future of customer and agent experience in a pivotal strategic role shaping how our contact centres operate. You’ll lead the design and continuous improvement of interactions across the Diligenta estate, using advanced technologies—including NiCE telephony, IVR, and AI capabilities—to boost efficiency and elevate customer outcomes. With a strong focus on data, journey analytics, and root-cause insight, you’ll champion customer-centric service design, resolve friction points quickly, and ensure frontline feedback drives meaningful change. This is a high-impact position at the heart of aligning innovation with operational excellence.Benefits 

• 33 days including Bank Holidays 
• Eligibility for an annual discretionary bonus scheme  
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services) 
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods 
• Cycle to Work Scheme & Interest free Season Ticket loans    
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing 
• A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave 
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection 
• Apply to find out about our other benefits 

What you’ll be doing 

• Deliver and optimise NiCE telephony solutions, including IVR and AI-driven capabilities, ensuring smooth integration with existing contact centre platforms.
• Lead AI-driven automation initiatives to strengthen self-service options and boost agent productivity.
• Establish effective feedback loops to ensure frontline insight shapes process and technology improvements.
• Own the contact centre journey-mapping framework, maintaining consistent standards, running workshops, and using insights to guide redesign and prioritisation.
• Work closely with Journey utility teams to align approaches, share insights, and represent the contact centre in wider experience-design communities.
• Partner with cross-functional teams to embed customer-centric strategies and lead change initiatives that enhance service delivery.
• Use operational insight and journey data to identify friction points in key customer journeys and collaborate across the business to optimise policy, process, and systems.

What we’re looking for 

• Strong analytical capability, including root-cause analysis, data interpretation, and trend identification to drive service and policy improvements.
• Solid knowledge of Life & Pensions operations, service standards, KPIs, and management-level operational delivery.
• Experience supporting technology-led or contact centre transformation initiatives.
• Hands-on experience with NiCE telephony platforms and strong understanding of the technology.
• Familiarity with telephony and AI-driven tools such as call recording, transcription, and speech analytics.
• Strong understanding of contact centre operations, processes, and terminology.
• Knowledge of customer journey and experience metrics, including CSAT and NPS.
• Experience delivering small-scale transformation projects within a contact centre environment.
• Ability to translate frontline insight into prioritised actions and meaningful service enhancements.
• Skilled facilitator of cross-functional workshops and collaborative problem-solving sessions.
• Experienced leader with a track record of developing, coaching, and motivating multi-site teams.
• High proficiency in MS Project, Excel, Word, and PowerPoint, with strong presentation skills.

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.  Ready to take the next step in your career? Apply today and become part of our innovative team!