Channel Change Planning Lead

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Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

About the role

We're offering an exciting opportunity to become a key part of the Planning & Performance team, working closely with the Head of Service Planning & Performance and senior leadership. In this role, you'll help shape a unified view of all planned and ongoing changes across Helpdesk and Operations, acting as a gatekeeper for new change requests. Your focus will be on validating readiness activities and resource planning to ensure smooth, timely, and high-quality delivery.

What You'll Be Doing

• Own and manage the change roadmap and channel capacity using a structured scorecard approach.
• Lead capacity planning discussions with stakeholders to safeguard resources and enable effective execution of initiatives that support growth and enhance client experience.
• Serve as the primary liaison between the Service Team and wider business for managing new channel change requests.
• Collaborate with the workforce planning team to assess new initiatives, clarify requirements, and secure resources for successful delivery.
• Facilitate impact assessments for change initiatives within the workforce planning team.
• Recommend the optimal volume of change that can be introduced with minimal disruption to colleagues and clients.
• Engage with Business Owners to negotiate and challenge change demands using data-driven insights.
• Develop a deep understanding of client touchpoints, operational workflows, and constraints to inform change management decisions.
• Conduct scenario planning to assess the impact of changes and identify the best outcomes for the business.
• Build strong, collaborative relationships across teams and stakeholders.
• Balance risk and evidence to support timely and informed decision-making.

About You

• Background and significant experience in contact centre operations, service planning, or market planning.
• Strong analytical and organisational skills with a proven track record of delivery.
• Logical thinker with a proven ability to apply fact-based reasoning.
• Clear and confident communicator who simplifies complex ideas and engages positively with others.
• Skilled at building relationships and influencing across the organisation.
• Adaptable to changing priorities and demands.
• Client-focused, with the ability to translate insights into actionable plans.
• Innovative and curious mindset with a drive for continuous improvement.
• Collaborative team player who fosters honest and supportive connections.
• Able to translate strategic goals into practical plans and enable operational flexibility.
• Desirable experience in programme management, resource planning, and budget management.
• Comfortable working with data and analytics tools to interpret trends, assess performance, and support decision-making.

Interview Process

A one stage interview up to 90 minutes covering an overview of your experience and technical competency based questions.

Working Schedule

The Channel Change Planning Lead role is a Permanent, full time, 37.5 hours per week, Monday to Friday. Our office is based in Bristol, BS1 5HL. Hybrid working is available where only 2-3 days a week is required in the office.

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday**
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year

* dependant on role level

** only available to select during our annual benefits window, in November each year

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.