I am not going to dignify the job advert below with a link – they don’t deserve it and I predict that theirs will be one of the 80% of change efforts that fail to deliver.

Job Description

As a result of  our commitment to take service delivery and customer experience to the next level, this exciting senior job is being created.  Reporting to the Head of the UK Direct business, you will lead the operations of the Direct business through a period of transformational change to create a truly ground-breaking service offering for our customers.  Throughout this transitional period, you will be charged with ensuring that the business as usual operations continue to deliver the outstanding service they do today.

Epic FAIL! The skills and mindset necessary to maintain the status quo (“business as usual operations”) are fundamentally different from those needed to deliver “transformational change”.