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.