Lee talks with Lisa Moody, a Senior Change Manager in the Land Registry. She has been in change management for ten years, previously working in local government in service improvement and customer service. People focused skills have led her to her current role.

Lee and Lisa discuss her move into change management, ambition, her civil service role, and how to create a change team with the concept of ‘The Invisible Change Manager.’

KEY TAKEAWAYS

• Ambition doesn’t mean striving for the next opportunity, it can just be to do a really good job of what you do day to day. 
• The civil service has currently a focus on digitisation and automation, allowing customers to self-serve and speed up service operation. 
• Improvement is about a better experience for the user of the process whether it be a customer or an internal employee.
• Co-design wherever you can. Work with your stakeholders and the people affected by the change to help craft the solutions. 
• The ‘Invisible Change Manager’ is the concept of the leadership figure of the department being the visible focus of change while actual change management remain background facilitators.  
• Change Management is a natural career step from a process management  perspective, but we are now seeing change managers that are more people focused, relying on the operational knowledge of the team they cooperate with and guiding the change process from a more psychological angle.

BEST MOMENTS

‘The beauty of the civil service is you can move departments, you can move within one department, you can do a whole multitude of different jobs so you tend to find people that do stick around quite a long time.’ – Lisa 

‘It's about making the experience better for whoever is using that process. Ultimately, I guess, everything we do from an improvement perspective should be about that end user, whether it’s the customer, whether it is for us in the civil service, case workers or internal people.’ – Lisa  

‘In those cases be super honest. Be really clear on what’s negotiable. I go back to FNC in these cases. What’s fundamental, what aren’t you going to influence at all. Be really clear about that. Be open and honest.’ – Lisa 

‘A lot of people change that I know, some of them have got egos and they’re in position because they’re the ones that like to have the answer. Have you had any challenges with that?’ - Lee

VALUABLE RESOURCES

Business Problems Solved Podcast         

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

Lee@leehoughton.com 

https://www.linkedin.com/in/lhoughton/