Customer Transformation Manager

2 weeks ago

Caerphilly Caerphilly, United Kingdom PHS Group Ltd. Full time

Change Delivery and Project Management Experts. Full Time, permanent position – 36.Competitive salary and excellent benefits
Are you ready to join a market-leading company and help deliver significant and positive changes for its customers? Do you have extensive experience in Change Management positions, including with Contact Centres? Are you an excellent communicator and influencer, with the ability to deliver on multiple projects? Have you a proven background in successful delivery of Change Management? If so, we have exciting news for you.
We are looking for an innovative, creative Change leader, able to lead a team of Project Managers in the transformation of our Customer Experience. It’s an exciting role for someone with the right experience and qualifications such as Prince 2, Agile, Lean or Six Sigma, and an opportunity to show what you can achieve.
You’ll be leading a team of Project Managers to deliver the customer strategy, customer journey and desired customer experience for all phs customers (both internal and external). You will support the Head of Customer Experience to identify the key areas for improvement and implement and embed the changes to deliver the customer strategy and an excellent experience for all of our customers, while ensuring we maximise automation and efficiency in all areas. The role includes delivering work on delivering projects that will make a material shift to online/self-service/pro-active push notifications for most customers, but with an enhanced customer experience and more interesting roles for colleagues within the department.
To lead, inspire and coach a team of Project Managers.
• Developing the performance and potential of the team, setting clear objectives, allocating work appropriately, developing effective ways of working and ensuring that individuals and the team operate effectively.
• Responsible for delivering multiple complex projects and programmes of work to improve the customer experience.
• Develop and manage appropriate team KPIs which are then used to drive the teams’ performance.
• Create and develop an improved and efficient customer experience across phs.
• Delivering multiple projects at once, ensuring we work to set governance, communication and documentation.
• Deliver the change programme set out by the requirements of the business, clearly communicating the change process, and closely monitoring the business impacts.
• Focused on delivering the key prioritise through multiple complex ongoing projects including product and process improvements.
• Communicating change across different business areas and ability to ensuring stakeholders are updated accordingly.
• Ensuring documentation and training programmes are relevantly updated.
• Conduct impact analysis and conduct change readiness analysis.
• Identify, analyse and prepare risk mitigation tactics.
Extensive change background with equivalent experience and qualifications (Prince2 / Agile / Lean Six Sigma etc).
• A dynamic leader with senior stakeholder experience, able to drive success through change.
• Experience in customer settings and contact centres.
• Deep understanding of delivering successful change to improve customer experience with a proven ability to implement strategy.
• Delivered a structured methodology and lead change management activities.
• An innovative and creative approach, with a positive energy, the ability to find solutions, and the determination to drive outstanding results.
• Ability to work at pace and deliver high quality results, both yourself and your team.
• A strong leader able to quickly build respect and commitment across business wide teams.
• An excellent attention to detail whilst retaining the ability to see the wider business picture.
A good reward package including competitive salary, car / car allowance and bonus.
Further benefits including employee discounts through phs Perks and our phs Direct online shop.
Great hours Monday to Friday (36.Free Parking on-site so no parking costs.
Buy / Sell holiday scheme.
Other benefits such as improved parental leave, a 24-hour wellbeing helpline, cycle to work scheme, pension scheme, life assurance and more…
phs Group was founded in 1963 and are the leading provider for Hygiene Services in the UK, Spain and Ireland. We have over 120,000 customers across 300,000 locations incorporating numerous businesses during 61 years of business.
We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.
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