Senior Change Communications Manager

2 Years fixed term contract.

35 hours per week (full time). Part‑time or flexible working patterns may be considered. Please specify your desired pattern in your application.

Salary: From £75,850.

Location: London – Exchange Tower.

Reporting to: Head of Internal Communications.

Hybrid working – our permanent hybrid policy requires at least four days in the office over a fortnight.

This role offers extensive opportunities for personal and career development.

About Us

The Financial Ombudsman Service is an independent, not‑for‑profit organisation that helps resolve disputes between consumers or small businesses and their financial service providers. The Communications and Engagement team is at the heart of a major transformation, working with the Financial Conduct Authority and Government to review our service and the wider redress framework.

We are focusing on delivering a new corporate strategy and five‑year plan, supported by change programmes that modernise our service and improve outcomes for customers while strengthening confidence in financial services.

What You’ll Do

As a newly created role, you will lead best‑practice change communications, support internal engagement, and help prepare our people for change. You will also act as a strategic advisor within the Communications and Engagement function to ensure alignment, readiness and impact across all reform workstreams.

Minimum Criteria

• Significant communications professional experience in a senior role, leading communications plans and strategies that deliver organisational outcomes.
• Good understanding of the political and policy environment, and experience playing a lead role in project and programme delivery.
• Experience managing internal communications channels and ensuring timely, consistent publication of change‑related content across multiple platforms.
• Demonstrated ability to drive colleague engagement and adoption of change, reporting progress against defined success measures such as engagement scores, adoption rates or feedback metrics.
• Line‑management experience, with direct responsibility for at least one team member in a communications or engagement function.

Additional Skills We Would Like You to Have

• Proven stakeholder engagement skills, including leading consultation and message alignment across multiple internal teams and senior leadership.
• Collaborative and pragmatic, with the ability to work across functions and to escal0ate decisions quickly where needed.
• Resilient and outcome‑focused, balancing sensitivities and risks while maintaining a clear focus on colleague impact.

Why You’ll Love Working With Us

We are a values‑led organisation. Our values define our culture, influence our decisions and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. Learn more about our values.

We also offer an attractive, competitive salary and flexible benefits. Here are some of the many benefits and perks you can get:

• 25 days holiday entitlement, with the option to buy or sell days.
• Generous pension.
• Family‑friendly policies, including enhanced maternity pay, carers and dependants leave.
• Employer‑provided benefits such as private medical insurance, virtual GP, critical illness cover, life assurance cover.
• Choice of voluntary benefits including technology scheme, cycle‑to‑work scheme, will‑writing service.
• Gym membership discounts, and a fully equipped on‑site gym open 24/7 in London (only).

Let’s Make This Easy

To apply, upload a current CV and a supporting statement no longer than 500 words. Your statement should demonstrate how your experience meets the minimum criteria and highlight any other relevant achievements.

Applications must be submitted by 23:59 on Monday 24th November 2025. Applications may close earlier than this date due to high numbers – don’t delay!

We welcome applications from internal employees who have passed probation, meet or exceed expectations, and have no live warnings or development plans in place.

Equality, Diversity & Inclusion

The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. We view diversity as fundamental to our success and welcome applications from under‑represented groups across all communities. Find out more about our diversity and inclusion strategy.

Authenticity of Applications

We do not use AI tools for our screening process. We value authentic personal applications.

Good luck with your application.