Change and Transformation Automation Manager

• Develop and execute a comprehensive strategy for automating patient interactions and optimising support workflows, including self-service, chatbots, and RPA/AI-driven solutions
• Conduct in-depth analysis of current E2E patient journey processes to identify bottlenecks and opportunities for automation and efficiency gains. Design future-state processes that leverage technology
• Oversee the end-to-end implementation of automation projects, from concept to deployment, ensuring solutions are robust, scalable, and meet defined success metrics
• Leads organisational change efforts related to adoption, overcoming resistance, and ensuring smooth transition
• Represent the voice of the patient, the employees and the business while identifying transformational improvement opportunities and implementing change
• Act as a coach and trainer for the implementation and continual learning of Lean and change management principles across the organisation
• Collaborate with various stakeholders, including IT, business units, and data scientists, to ensure alignment and successful execution of projects
• Define and track KPIs to measure the effectiveness and impact of initiatives, providing insights for decision-making
• Evaluate the ROI of projects and initiatives, demonstrating their value and impact on the organisation
• Identify risks and ensure compliance with data privacy regulations, security, Healthcare-related standards and CQC guidelines
• Stay at the forefront of automation technologies, AI in patient experience, and efficiency best practices

• Minimum 5+ years of experience in roles focused on process improvement, automation, digital transformation, or operational efficiency
• Proven experience with automation tools and platforms (e.g., RPA, chatbot platforms, AI/ML-driven support solutions)
• Strong analytical skills, capable of data-driven decision-making
• Relevant certifications in Lean/CI/Change Management at Advanced/Green belt
• The ability to think strategically and align initiatives with an organisation's overall goals and objectives
• Strong project management skills to plan, execute, and deliver projects from inception to delivery
• Effective communication and collaboration skills to engage with cross-functional teams
• Leadership capabilities to inspire and guide teams, set a vision, and drive execution

• Experience in a healthcare or regulated industry, or high-volume environment
• A strong understanding of business processes, preferably in Healthcare applications
• Six sigma experience and certification
• Proven implementation of business transformation in Healthcare organisations
• Evidence of working in agile/scrum based environments

£1000 working from home allowance