Omni Channel Change Specialist – JR40003898

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Omni Channel Change Specialist

Blackburn

Chubb Fire & Security Ltd

Looking for an opportunity within a business that offer a genuine ‘people first’ culture?

Here at Chubb Fire & Security we have an opportunity for a Omni Channel Change Specialist , specialising in Genesys platform to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full time, permanent basis.

About Us, Our Culture & What We Can Offer You

Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally – Together we do great things!

Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global API Group, we join a family of organisations where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people.

SALARY: Up to £45,000 per annum (depending on experience)

25 days holiday, plus bank holidays
Free Onsite Parking
Cycle to Work Scheme
Employee Referral Scheme (£1000)
Company Pension Scheme (5% matched)
Life Assurance (4 x Basic Salary)
Employee Scholarship Scheme
A Central Benefits Platform offering a wide variety of discounts
Health & Wellbeing Resources
Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence

WORKING HOURS: 37.5 hours per week | Monday to Friday | 9-5

What You’ll be Doing as a Omni Channel Change Specialist

The Omni Channel Change Specialist will drive the effective implementation, optimisation, and continuous enhancement of the OMNI platform across Chubb Fire & Security’s business support function. This role ensures OMNI becomes fully embedded as the core customer-facing and operational ecosystem improving service quality, streamlining processes, and enabling a consistent, data-driven customer experience.

You will:

Implementation & Optimisation

Assist with the rollout of OMNI across relevant business support functions, ensuring alignment with operational objectives and customer needs.
Maintain responsibility for OMNI governance, ensuring updates, releases, and changes are controlled, tested, and fully communicated.

Continuous Improvement & Transformation

Identify and evaluate opportunities to extend OMNI capability, enhance workflows, and simplify customer journeys.
Work with operational teams to understand pain points and convert them into actionable enhancement requirements.

Stakeholder Engagement & Leadership

Act as the primary point of contact for OMNI within the business support function, engaging with Operations, Customer Service, IT, and Transformation teams.
Provide training, support, and guidance to end users to drive adoption and change readiness.

Performance & Reporting

Track, measure, and report on platform performance, adoption levels, and process outcomes.
Ensure OMNI contributes to operational efficiency, improved customer outcomes, and reduced process friction.

What We Would Like You To Bring

The ideal candidate brings deep hands-on OMNI expertise and a proactive mindset, constantly looking ahead to identify the next improvement, innovation, or operational gain.

Essential

3–5 years of hands-on OMNI platform experience, including configuration, optimisation, and enhancement delivery. Specifically using the Genesys platform
Proven experience in operational improvement or business transformation roles.
Strong understanding of customer-facing processes, service operations, and workflow design.
Ability to translate operational needs into structured system requirements.
Strong analytical skills with the ability to diagnose issues and propose effective solutions.
Excellent stakeholder management and communication skills, able to influence at multiple levels.
Demonstrated capability to manage multiple initiatives simultaneously in a fast-paced environment.

Desirable

Experience within fire & security, field service, alarm monitoring, or related service environments.
Knowledge of integration principles, automation approaches, or digital service design.
Project management or continuous improvement certification (e.g., Prince2, Lean, Six Sigma).

Personal Attributes

Proactive, improvement-minded, and always looking for “what’s next”.
Strong ownership mentality with a focus on effective execution.
Comfortable challenging existing processes constructively.
Driven by results and operational excellence.

If this sounds like you, apply today and send us your application!

Chubb Fire and Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. At Chubb, individuality is celebrated, and our strength lies in the diversity of our team. By fostering an equitable environment, we empower individuals to contribute their unique perspectives, driving innovation and excellence at every level.

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