Change Manager

About Us:

Launched in July 2020, Kerv is a next-generation ‘customer-first, cloud-first’ provider, created to help customers achieve successful business outcomes in a new digital era.  We are undergoing an exciting period of transformation and growth following the merger with a number of highly successful organisations.

One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, omnichannel cloud based solutions to help our customers deliver industry-leading customer experience. 

At Kerv Experience we know that implementing a new CX platform is a big deal - that comes with big challenges. That’s why our expert team is flexible.  We’re ready to help our customers every step of the way with a fully responsive, risk-free approach, that’s built around them.

We help our customers leverage the power of GenesysCloud alongside our own technology, such as CXTranslate. We are a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year for a number of years.

About the role:

We are looking for an Enterprise Change Manager, with a demonstrable understanding of contact centre operations.  This role ensures successful adoption of new technologies, processes, and ways of working across customer service, operations, and supporting functions.

You will act as the bridge between technology delivery and business readiness, ensuring that people are engaged, trained, and supported throughout the transformation.

Your part to play:

Key Responsibilities

Change Strategy & Planning

• Develop and execute a comprehensive change management strategy aligned with the implementation plan
• Define stakeholder engagement and communication plans
• Identify risks to adoption and develop mitigation strategies

Stakeholder Engagement

• Build strong relationships with senior leadership, project sponsors, and functional leads
• Manage stakeholder expectations and resistance effectively

Communication & Engagement

• Design and deliver clear, consistent communication campaigns
• Translate technical CCaaS concepts into business-friendly messaging
• Create or support the production of engaging content
• Ensure consistent messaging across all channels

Training & Adoption

• Influence training strategy and learning pathways for different user groups (agents, supervisors, admins)
• Partner with customer L&D teams to guide the development of training materials and delivery plans
• Support user readiness and drive adoption
• Monitor adoption metrics and adjust approach as needed

Change Measurement & Reporting

• Define success metrics (adoption, usage, engagement, performance improvements)
• Track and report change progress to leadership
• Use data insights to continuously improve change interventions

All About You:

We are looking for Change Managers with the following skills and attributes:

Essential

• Proven experience in change management within large-scale digital or cloud transformation programs
• Experience with CCaaS platforms (e.g., Genesys Cloud, Amazon Connect, NICE CXone)
• Strong understanding of contact centre operations and customer experience (CX)
• Excellent stakeholder management and communication skills
• Experience applying change methodologies (e.g., Prosci ADKAR)
• Experience with a range of Learning Management Systems (LMS)

Desirable

• Experience in Agile / hybrid delivery environments
• Knowledge of omnichannel customer journeys and AI-driven contact centre capabilities
• Certification in change management (e.g., Prosci, APMG)

You will live the Kerv values…

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.