CX Change Specialist

Contract: Full-Time Permanent
Location: Nottingham (Support Office)
Closing date: 25/05/26
Recruitment Partner: Daniel White


Are you ready to make a difference Join Boots as a CX Change Specialist in our Central Operations team based in Nottingham Beeston. Here at Boots we work every day to build a brilliant environment for our people empowering them to make a positive impact on our customers and colleagues.

As a CX Change Specialist at Boots youll support colleagues across our Contact Centre to understand adopt and embed change in a way that feels clear practical and human.

This role plays a key part in supporting change across the Boots Contact Centre reporting to the CX Operations Change & Support Manager and working closely with CX Operations Leadership Team Operations Development CX Trainers CX Quality Specialist Performance teams and frontline leaders.

What youll be doing

• Provide handson support for change initiatives before during and after golive through floorbased support dropin sessions clear guidance and reinforcement of key messages
• Act as a strong advocate for end users identifying risks friction points and unintended consequences
• Feed frontline insight back into delivery teams to support effective change design and implementation
• Support ongoing change across the Contact Centre maintaining an alwayson change mindset
• Help ensure new processes systems and ways of working land cohesively and are successfully embedded over time

What youll need to have (our must-haves)

• Experience supporting change improvement or enablement activity in a contact centre or fastpaced operational environment
• Strong communication and listening skills with the ability to explain change clearly and practically
• Confidence working with multiple stakeholders across operations training quality and performance
• Ability to gather interpret and synthesise colleague feedback
• Strong organisation and prioritisation skills
• A calm resilient approach when working in ambiguous or changing environments
• A peoplecentred mindset focused on adoption rather than process

It would be great if you also have

• Experience in retail or customer service sectors.
• Familiarity with project management methodologies.
• A background in training or coaching others.

Where your brilliance can take you

At Boots we believe in your potential. With our supportive culture youll have opportunities for career development and progression within the company.

Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday discounted gym membership life assurance and much more.

Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.

A bit about us
At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

Whats next
If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.

Keywords
CX Change Specialist