Business Change Lead ( Fixed Term Contract until the 31st March 2023)

Ref: 10561


Hours: Full-time

Contracted Hours: 39

Contract Type: Fixed Term

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF


Why Join?

  • Joining our team means you’ll play a crucial role in advancing our digital capabilities and building a brand-new customer experience. We want to excel in digital, and, as we’re working at scale, we’re backing our teams with considerable investment.
  • We’re also putting pets and their owners at the heart of our digital transformation. As we bring our stores, vets and groom rooms together into a holistic ecosystem of pet care, we’ll give customers a seamless, multi-channel experience that meets their individual needs at every stage.


The Role 
The purpose of the role is to support and guide colleagues, partners and other stakeholder groups throughout the change delivery lifecycle, ultimately leveraging a strategy to realise full business benefits.


Key Responsibilities

  • Work with the Business Analyst to complete the impact assessment. Use the impact assessment to shape a strategy, considering how to best leverage successful communications, engagement, adoption and sustainment throughout the course of the change lifecycle.
  • Shapes the change strategy in line with the delivery mechanism e.g., agile or waterfall.
  • Contribute to, understand clearly articulate and translate the benefits and outcomes required for those impacted by the change.
  • Be the constant ‘voice’ of the colleague, partner and customer
  • Identify stakeholders, understand their influence over delivering the change successfully and how the change will impact them. Develop a plan which addresses how to engage them.
  • Understand the change networks through the organisation, know how they work and use them to effectively land change.
  • Works with the Business Change Partners to ensure that the change activity supports the wider change agenda, and the programme is respectful of change saturation alongside other change activity and projects.
  • Pre-empt and have strategies for minimising anticipated resistance to change
  • Develop communications plan, provide engaging and informing communications
  • Work with the Business Change Partner to coordinate communications considering other change programmes’ requirements.
  • Work collaboratively with Group Comms and others to develop content
  • Work with the Business Change Partners to help align the change with other programmes so the change lands with colleagues and partners in a joined-up way.
  • Ensure the central project has full visibility of change activities and they are scheduled correctly within the project.
  • Bring the change to life from the impacted persona’s perspective. Be the voice of the colleague, or partner throughout the change
  • Work closely with Business Analysts to understand ‘as-is’ and ‘to-be’ processes
  • Identify training needs analysis for colleagues and partners impacted by the change.
  • Work with the Business Change Partner to coordinate training considering other change programmes’ requirements.
  • Develop a Training Plan to support overall project and milestones.
  • Support the creation of training documentation (where appropriate) and ensure the content prepares colleagues and partners for the change.
  • Work with the training team to ensure everyone attends the training.
  • Define success criteria for pilots and launch.
  • Agree and execute go live approach, including sign off from Business Owner.
  • Develop the business readiness plan. Identify, plan and orchestrate the activities needed in order to for a receiving business area to be prepared for and ready to adopt and realise the changes being implemented. This may include cutover/service transition and hypercare
  • Lead the execution of, and measure against the plan to ensure effective implementation and sustainable change.
  • Plan and assist preparation in impacted business areas for transition to new ways of working.
  • Collaborate within the business to build a sustainable model/approach for landing change.
  • Acts as a coach for managers and leaders in helping them lead the change and work through transitions and new ways of working.
  • Seeking feedback from colleagues and partners to influence future change.
  • Design appropriate feedback loops, considering a blend of quantitative and qualitative feedback.
  • Sign off feedback loop design via the project and Business Change Partner.
  • Ensure there are robust loops in place throughout the complete CLDC


Far more than a retailer, Pets at Home Group is the UK’s leading pet care specialist, fulfilling every possible pet and owner need, from food and accessories to grooming and vet services. Since 1991, we’ve been building a business around pets and their owners and we’ve set our sights on becoming the best pet care business in the world. Join us now and you can be part of that journey, developing your future as we develop ours. This is a place where you can take pride and passion in your work within an inspiring, professional team that’s focused on supporting pets and their owners to live happier lives together.

Organisation: Pets at Home

Date Posted: 29-04-2022

Expiry Date: 07-06-2022