Senior Business Change Manager - Digital

Location

Cardiff, Glasgow, or London

About The Job

Job summary

We’re at the forefront of transforming Ofgem into a digital regulator fit for a rapidly evolving energy sector, ensuring that consumers reap the benefits of greater efficiency and innovation. We’re looking for a Senior Business Change and Engagement Lead to join us and drive the successful delivery of our Salesforce CRM Programme, bringing a strategic approach to embedding this powerful new platform.

Ofgem is Great Britain’s independent energy regulator. We’re at the forefront of change across the energy sector, driving toward Net Zero whilst protecting energy consumers - especially vulnerable people.

We’re offering a fixed-term contract with the opportunity to work on a cross-cutting, high-impact programme that will transform how we engage and operate as a regulator. You’ll play a crucial role in delivering structured and impactful business change that ensures the successful adoption and integration of our new Salesforce CRM system. This position provides the chance to work closely with senior leaders and gain experience on a strategic digital transformation project.

You’ll join a collaborative, forward-thinking team where your expertise in change and engagement will be highly valued. Working alongside agile delivery teams and partners, you’ll be central to ensuring that our digital transformation is a success. This role offers a unique opportunity to be at the heart of Ofgem’s digital journey, making a tangible impact on our transition to a smart regulator.

We’re looking for someone with proven experience in leading business change for digital projects, particularly in IT/Tech or CRM systems like Salesforce. You’ll be adaptable, a self-starter, and comfortable navigating ambiguity, with a strong track record of producing high-quality change content and engaging effectively with diverse stakeholders.

You’ll also benefit from a range of perks, including flexible working options, a supportive work environment, and opportunities to drive innovation in a public service setting. We are committed to building an inclusive and diverse workplace, where everyone’s contribution is valued and respected.

We have a critical purpose to embed digital transformation at Ofgem, ensuring that our programmes enable the energy sector's shift to modern, sustainable technologies while protecting consumers. Your work will support a digitalised and data-driven future, strengthening our ability to respond to challenges and innovate rapidly.

Read on and find out more.

Job Description

Purpose

Ofgem is the energy regulator for Great Britain, and its key purpose is to protect the interest of current and future energy consumers. We work to protect energy consumers, especially vulnerable people, by ensuring they are treated fairly and benefit from a cleaner, greener environment.

We are responsible for:

• working with government, industry and consumer groups to deliver a net-zero economy, at the lowest cost to consumers.
• stamping out sharp and bad practice, ensuring fair treatment for all consumers, especially the vulnerable.
• enabling competition and innovation, which drives down prices and results in new products and services for consumers.

The recent gas price crisis highlights the fast-changing nature of the energy market and the need for radical change to ensure security of supply and transition to a net zero carbon economy.

Help us embed the digitalisation of Ofgem to become a smart regulator, utilising new technologies and operating models to enable the future energy sector. It has never been more necessary for Ofgem to transform into a digital regulator and ensure consumers maximise the benefits from a rapidly changing energy market.

You will be responsible for all aspects of Salesforce CRM Programme change activities, working closely with the Programme leadership, agile delivery teams, and Partners. You’ll plan, implement and ensure adoption of Salesforce (Public Sector Solutions), and the subsequent scaling of the platform to other user groups across Ofgem.

You will be comfortable working with ambiguity, with an aptitude for cutting through complexity to find a way forward with minimal senior direction. You will also be a first-rate communicator, in person and in writing, with a record of delivering change at pace and collaborating around high-quality content.

You will create messaging for senior stakeholders and internal awareness communications whilst remaining focused on delivering a programme of structured, coordinated and impactful business change and engagement to the users. Your experience in Salesforce implementations and digitally enabled projects will be key. You’ll need to be “hands-on” within the programme team to ensure target benefits are agreed, and to plan, develop, and coordinate training, workshops, toolkits, surveys and success measures.

Due to the cross-cutting nature of the programme across Ofgem and the energy sector, the role will interface with the different Directorates and will need to consider other initiatives, and operational activities affecting the teams adopting the platform.

If you are excited by the idea of demonstrating your expertise, by successfully delivering a powerful new platform into the hands of users– this role is for you. We welcome candidates from all backgrounds, and especially welcome individuals from underrepresented groups. While this is a full-time role, flexible working patterns and job shares are welcome.

Key Responsibilities

• Use structured methodologies to lead and conduct all end-to-end change management activities for the Salesforce CRM Programme.
• Lead the programme and business stakeholders through the key steps:
• Prepare to ensure the teams are ready for the changes to come, that content and communications explaining the need for the change are created and used to address challenges that could arise during the process.
• Plan to ensure the approach, sub-plans, target benefits and metrics are agreed, stakeholders are identified, and roles are clear for adopting Salesforce and signing off on changes.
• Implementation – execute on the agreed change plan and sub-plans, producing all deliverables to time and quality, adjusting as needed, to achieve the goals laid out in planning.
• Immersion/adoption – ensure the changes in behaviours, and workflows “stick”, updating workflow documentation, and Salesforce guidance materials, and adjusting metrics.
• Analysis/review – encourage user feedback, review effectiveness of the change, and the process followed to implement. Regularly revisit target benefits and adjust and continuously improve to ensure successful and speedier change the next time.
• Identify and plan engagement with all Salesforce stakeholders and users, adopting a collaborative and feedback driven approach. Supporting and engaging with senior leaders, coach managers, and supervisors.
• Assist with ensuring employee perspectives are reflected in design of Salesforce enabled processes and integrations. This also includes continuous improvement of systems and processes through conducting focus groups and feedback sessions.
• Apply change management best practice, tools and techniques to ensure smooth adoption of Salesforce and related ways of working. This will include change impact assessments, readiness reviews, ensuring success of demos, feedback sessions, training needs assessments and training, and communications.
• Own and deliver programme communications and Salesforce specific content as part of the communication plan, incorporating feedback, managing resistance and celebrating success.
• Identify and analyse change and adoption risks and issues and prepare risk mitigation tactics, remediation plans, and track and report issues.

Key Outputs and Deliverables

• A regularly updated change and engagement approach, plan segmented to the different audiences and stakeholders, supported by effective planning tools and engagement with relevant CRM Board Members, Business Leads and SMEs.
• Evolving change sub-plans – Communications Plans, Resistance Management plans, Coaching and training plans.
• Training and adoption plans, session plans, and core and specialist Salesforce content – with a focus on enabling re-use and self-serve, through online channels.
• Deliver relevant analysis, action plans and interventions e.g. change impact and readiness reviews and action plans.
• Excellent quality content across all engagement channels; News articles, blog posts and intranet (SharePoint) content delivered to time and high-quality standards, to build awareness and to positively promote the programme and Salesforce platform.
• Target benefits, measures, analysis and reporting

Key Stakeholder Relationships

• This role will require you to collaboratively build and maintain excellent working relationships with several teams across Ofgem, as well as externally – you will need first-rate interpersonal skills.
• Internally you will work particularly closely with colleagues across in the CRM team, Digital, Data and Security Services (DDSS), Directorates of relevant user groups, and Internal Communications.
• You will be regarded as a go-to person for advice and techniques for adoption of Salesforce.

Role Criteria

Essential

• Experience in specialist business change roles for digitally enabled programmes. You are a specialist change manager, applying all activities within change and can pragmatically apply the right approaches within different project environments. (Lead)
• Ability to lead business change activities in a project/programme structure with sufficient experience of agile to be able to align change approaches.
• Evidence of carrying out business change activities with minimal guidance and/or templates.

Desirable

• Experience of leading and delivering business change activities for Salesforce implementations/integrations in multiple companies, particularly as a new service.

Further information is available via Civil Service Jobs