Canal & River Trust
Transformation Change Manager (Boating Customer & Service Improvement)
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Join Our Team: Boating Change Manager (internal title) opportunity
Navigate your future and lock in your career as we keep our canals open and alive.
The Boating Change Manager will play a key role in delivering the Trust’s multi-year Transforming Boating Programme, helping to improve the boating experience, strengthen customer engagement, and rebuild trust with the boating community.
You will drive the delivery of transformational change across the Trust's boating services, turning customer insight and strategic priorities into practical improvements. Working across teams and with the boating community, you'll help deliver lasting change that improves customer experience and strengthens trust.
Working Hours & Location
This is a home-based role which follows a 37-hour working week and will be assigned to one of the Trust's key operational hubs. Regular travel across England and Wales as required to competently perform the role. A valid UK driving licence and access to a vehicle are essential.
Role Overview
You will drive transformational change across the Trust's boating services, turning customer insight and strategic priorities into practical improvements that enhance customer experience and build trust with the boating community. We welcome candidates from a wide range of backgrounds, including change management, transformation, customer experience, service improvement, programme delivery, public sector reform, utilities, housing, transport, and the charity sector. Success in this role will come from your ability to influence stakeholders, lead change, and translate customer feedback into meaningful outcomes, rather than from prior boating experience.
Key responsibilities
- Translate strategic transformation objectives and consultation outcomes into clear, actionable plans that improve services and enhance the boating customer experience.
- Lead change activity across a national transformation programme, coordinating multiple workstreams and stakeholders to deliver sustainable improvements.
- Conduct change impact assessments and readiness reviews, identifying and mitigating risks to successful implementation.
- Use customer insight, survey feedback, and operational data to identify improvement opportunities, shape change initiatives, and support evidence-based decision-making.
- Build alignment across departments, influencing stakeholders at all levels to secure buy-in for operational, cultural, and process improvements.
- Ensure programme design and delivery are informed by the boating community, promoting meaningful engagement, co-production, and collaborative working.
- Oversee the delivery of improvement initiatives, ensuring benefits are realised, outcomes are measurable, and customer relationships are strengthened.
- Monitor programme performance, KPIs, and outcomes, providing clear reporting and insight to the Boating Transformation Programme Manager and governance boards.
- Display the Trust's values and behaviours at all times.
- Ensure diversity and inclusion are embedded across all aspects of Trust life, challenging behaviours, practices, and decisions that are inconsistent with Trust values.
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Key relationships
- Boating Transformation Programme Manager: Direct line manager, providing strategic direction, programme oversight, and support with the delivery of change initiatives.
- Transforming Boating Project Planner & Transforming Boating Officer: Working closely to coordinate programme activities, manage dependencies, and ensure successful implementation of agreed changes.
- Internal Cross-Functional Teams: Collaborating with Licensing, Enforcement, Welfare, Operations, Communications, Legal, and other teams to drive change, embed new ways of working, and realise programme benefits.
- Citizens Boater Panel & Stakeholder Groups: Engaging with customers and stakeholders to understand feedback, gather insight, and ensure customer experiences inform programme decisions.
- National Boating Organisations (NBOs) & Local Boating Communities: Building positive relationships to support consultation activity, co-design opportunities, and effective communication of programme outcomes.
- Senior Leaders & Governance Boards: Providing updates, reporting progress, and supporting informed decision-making through evidence-based recommendations.
About You
You will be an experienced change professional, skilled at turning strategy into practical improvements and delivering transformation in complex environments. You'll combine strong analytical thinking with excellent stakeholder engagement, using data and insight to drive meaningful outcomes. Most importantly, you'll be a collaborative and resilient leader, passionate about building trust, influencing change, and improving customer experiences.
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Skills & Qualifications
Technical skills:
- Significant experience leading complex transformation, change, or business improvement programmes within large, regulated, or matrix organisations.
- Proven experience conducting change impact assessments, change readiness reviews, and developing plans to support successful implementation.
- Strong analytical skills, with experience using qualitative and quantitative data to identify trends, generate insight, and inform decision-making.
- Ability to translate complex information and stakeholder feedback into practical improvement plans and operational outcomes.
- Experience tracking benefits realisation, programme outcomes, and performance measures within a structured change environment.
General skills:
- Excellent stakeholder management, influencing, and negotiation skills, with the ability to build alignment across teams and functions without direct authority.
- Strong communication skills, able to engage effectively with colleagues, customers, and stakeholders at all levels.
- Experience working with diverse communities, customer groups, or public stakeholders, with a commitment to meaningful engagement and co-design.
- Collaborative and resilient, with the ability to navigate resistance, build trust, and maintain momentum through periods of change.
- Strategic mindset, capable of balancing organisational priorities with customer needs to deliver sustainable improvements.
Contact & Application
If you have any questions, feel free to reach out to us at CRT.recruitment@canalrivertrust.org.uk. We encourage early applications as we may close the vacancy once we receive enough suitable candidates.
What We Offer
In addition to your annual base salary of £54,420 - £58,900 (depending on experience), we also offer a competitive pension scheme, increasing holiday entitlement, and a range of employee benefits. For a full breakdown of our benefits, check out our brochure here: EVP - 1
Learn more: https://canalrivertrust.org.uk/about-us/work-for-us/our-benefits
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