Change Enablement & Capability Lead

Purpose The Change Enablement & Capability Lead helps Customer Care teams successfully adopt new ways of working, build future-ready capabilities, and maximize the value of operational, digital, and AI-driven improvements. This role focuses on workforce readiness, capability development, adoption, and continuous learning to help ensure changes are successfully sustained. Key Responsibilities Change Enablement & Adoption Support adoption of new tools, processes, technologies, and ways of working. Identify readiness risks and adoption barriers. Partner with Operations, HR, Training, and Digital teams to embed change into daily operations. Workforce Capability & Future Readiness Assess workforce capabilities against future business needs. Identify skill gaps related to AI, digital tools, customer engagement, and problem solving. Support capability-building roadmaps and readiness plans. Help define future skills and competencies for Customer Care roles. AI & Digital Adoption Support adopti