Operating with a flexible engagement model, the Specialist works embedded within customer teams during critical transformation phases and transitions to an advisory capacity as changes become embedded into business-as-usual operations. The role focuses on achieving high adoption rates of Ignition capabilities whilst improving customer operational performance through data-driven change interventions.

Reporting to the Business Transformation Director, the Specialist applies recognised change frameworks proportionately, leverages operational data and KPIs to guide decision-making, and builds customer capability to sustain improvements beyond initial implementation. The role bridges strategic change intent with practical, hands-on delivery, ensuring that Ignition transformations deliver measurable business outcomes and lasting operational change.

Key responsibilities:

- Design and deliver change strategies for Ignition implementations and transformations, ensuring approaches are proportionate to customer context, scale, and complexity.
- Work embedded within customer operational teams during critical phases (go-live, major releases, process changes) to drive adoption and embed new ways of working.
- Apply recognised change management frameworks to Ignition transformation activities, balancing rigour with pragmatic delivery.
- Lead change activities across multiple concurrent customer engagements, managing priorities and ensuring timelines are met.
- Support pre-sales, discovery, and mobilisation phases by shaping credible change approaches and contributing Ignition-specific transformation insights.

Adoption & Performance Optimisation

- Drive high adoption rates of Ignition platform capabilities through targeted stakeholder engagement, training programmes, and adoption campaigns.
- Use operational data, KPIs, and performance metrics to identify adoption barriers, measure change effectiveness, and guide intervention priorities.
- Analyse customer workflows, policies, and operational procedures to identify opportunities for optimisation enabled by Ignition capabilities.
- Support customers in translating Ignition platform changes into improved operational outcomes, including reduced handling times, improved first-time resolution, and decreased failure demand.
- Execute agreed policy and process changes within customer organisations, ensuring alignment between platform capabilities and operational practice.

Stakeholder Engagement & Communication

- Act as a trusted change advisor to customer operational teams, training leads, and continuous improvement functions.
- Engage with customer leadership teams and programme sponsors to shape change strategies, define success metrics, and secure buy-in for transformation initiatives.
- Design and deliver stakeholder engagement plans, including communications strategies, feedback mechanisms, and resistance management approaches.
- Represent ENSEK in customer forums, performance reviews, and governance meetings, providing confident insight on adoption progress and change effectiveness.
- Collaborate with ENSEK Sales, Services, Managed Services, and Transformation teams to ensure seamless change integration across customer touchpoints.

Capability Building & Knowledge Transfer

- Build customer capability to lead and sustain change independently, coaching internal change agents and champions on Ignition adoption best practice.
- Design and deliver training programmes that enable customers to maximise Ignition platform value, covering both functional capabilities and optimal operational usage.
- Act as a subject matter expert for Ignition platform capabilities, staying current with product roadmap developments and translating new features into customer-facing change and adoption guidance.
- Contribute to ENSEK's change management and Ignition adoption playbooks, capturing learnings and refining repeatable approaches for future customer engagements.
- Share best practice and lessons learnt across the Transformation and Customer Excellence community.

Governance & Performance Tracking

- Monitor and report on change performance, adoption metrics, and customer readiness, using data to refine approaches and inform stakeholder decisions.
- Contribute change insights, risks, and dependencies into Transformation and Customer Excellence governance forums.
- Maintain transparency on progress, barriers, and intervention effectiveness, escalating systemic issues and risks appropriately.
- Ensure change activities align with established governance frameworks, quality standards, and compliance requirements.

Experience required:

- Uses data, metrics, and adoption insights to prioritise interventions and guide change decisions
- Focused on delivering measurable adoption and operational performance outcomes within defined scope and timelines.
- Translates analysis into clear, actionable change plans and adoption strategies.

Governance Discipline

- Works within established governance, quality, and reporting frameworks.
- Maintains transparency on adoption progress, risks, and change effectiveness.
- Ensures change activities align with customer and ENSEK compliance requirements.

Cultural Discipline

- Champions the people-side of change, ensuring adoption, engagement, and culture remain central to delivery.
- Reinforces continuous improvement, learning, and partnership behaviours with customers and internal teams.
- Contributes positively to the Transformation and Customer Excellence community.

Experience & Expertise

- Proven experience with ENSEK's Ignition platform, including deep functional knowledge and understanding of product roadmap and capabilities.
- Demonstrated experience leading or supporting change initiatives within customer-facing, technology-led transformation environments
- Understanding of customer operational and service delivery environments, particularly within energy retail or similar sectors.
- Practical application of change management frameworks in complex, multi-stakeholder contexts.
- Comfortable working with operational data, KPIs, and performance metrics to inform change strategies.
- Strong stakeholder management and influencing skills across operational, managerial, and executive levels.
- Effective communicator with strong facilitation, coaching, and training delivery skills.
- Balances best practice with pragmatic, context-specific delivery in customer environments.