AI First Business Change Manager (Product & Service Design)

AI First Business Change Manager (Product \& Service Design) Job Title: Business Change Manager Reports To: Product \& Service Design Director Location: Remote with travel when required Salary: Competitive plus Benefits Purpose The Business Change Manager is responsible for driving the people, adoption and transformation agenda across the Product \& Service Design portfolio, ensuring new products, services, operating models and ways of working are successfully embedded across Bell. The role focuses on stakeholder engagement, change readiness, organisational design, communications, adoption planning and capability development to maximise the value realised from service innovation and transformation initiatives. Working alongside Product Managers, Service Architects and Portfolio Programme Managers, the Business Change Manager ensures organisational change is planned, coordinated and embedded effectively, enabling Bell colleagues and customers to successfully adopt new services, capabilities and operating models. A key element of the role is supporting and helping to lead Bell's AI-First Transformation roadmap. The Business Change Manager will work closely with the Director of Product \& Service Design to coordinate transformation initiatives, maintain visibility of progress and dependencies, and ensure AI-first behaviours, processes and ways of working are successfully adopted across the organisation. The role acts as the bridge between strategic transformation objectives and operational execution, helping turn AI-first strategy into measurable business outcomes. Role Responsibilities * Support the development, maintenance and governance of the AI-First Transformation roadmap, ensuring initiatives remain aligned to Bell's strategic objectives and priorities. * Coordinate cross-functional planning and activity across AI-First transformation initiatives, ensuring priorities, dependencies and milestones are visible and actively managed. * Develop and maintain change strategies for new services, portfolio initiatives and transformation programmes. * Conduct stakeholder impact assessments, change impact assessments and organisational readiness evaluations. * Create and manage adoption, engagement, communication and business readiness plans. * Build and maintain stakeholder maps, sponsor networks and change champion communities. * Coordinate training, awareness and enablement activities to support the adoption of new services, technologies and ways of working. * Support launch readiness, service introduction and organisational preparedness activities. * Work with Product Managers and Service Architects to identify people, process and organisational impacts early within the service design lifecycle. * Manage risks, issues, decisions and dependencies relating to adoption, readiness and business change activities. * Develop and deliver clear communications that articulate why change is happening, the value it will create and how colleagues can engage with it. * Maintain visibility of transformation progress, milestones, outcomes and blockers, providing regular updates to leadership and governance forums. * Track adoption metrics, engagement levels, behavioural change indicators and benefits realisation measures. * Coordinate stakeholder engagement across Technology, Product, Commercial, Legal, Sales, Delivery, Operations and Internal IT teams. * Facilitate workshops to build alignment, understanding and buy-in across the organisation. * Support continuous improvement initiatives and identify opportunities to strengthen governance, collaboration and operational effectiveness. * Capture feedback, lessons learned and improvement opportunities following service launches and transformation activities. * Champion AI-First ways of working, helping embed a culture of innovation, experimentation, automation and continuous improvement across Bell. Measures of Success * Successful delivery and adoption of AI-First Transformation initiatives. * Service adoption and utilisation rates. * Stakeholder engagement and readiness scores. * Training completion and effectiveness metrics. * Benefits realisation against agreed business cases. * Reduction in change-related issues, resistance and launch disruption. * Increased adoption of standardised service models and operating practices. * Positive stakeholder feedback on communication, engagement and readiness activities. * Demonstrable embedding of AI-first behaviours and ways of working across business functions. * Improved organisational readiness for new products, services and transformation initiatives. * Successful coordination and visibility of transformation milestones, dependencies and outcomes. Person Specification Must Have * 5+ years' experience in business change, transformation, organisational change or transformation management. * Experience supporting AI, digital transformation or technology-led change initiatives. * Experience supporting large-scale business and technology transformation programmes. * Strong understanding of change management methodologies such as Prosci, ADKAR or equivalent. * Experience developing and delivering stakeholder engagement, communication and adoption strategies. * Strong facilitation, workshop leadership and stakeholder management skills. * Experience tracking and managing organisational readiness, adoption and benefits realisation. * Ability to influence and build trusted relationships at all levels of the organisation. * Excellent written, verbal and presentation communication skills. * Experience working across multiple business functions and managing competing priorities. * Strong analytical and problem-solving capability. Desirable * Knowledge of service design, service lifecycle management and product development environments. * Familiarity with Agile, ITIL and programme management methodologies. * Experience using Jira, Planner, Smartsheet, Microsoft Project and Power BI. * Prosci Change Management Certification or equivalent. * Experience supporting organisational change within professional services, managed services or technology organisations. *Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here)* *to know more about how we collect, use and transfer the personal data of our candidates.*