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Senior Customer Programme Lead, West Sussex
4 months ago
Senior Customer Programme Lead, West Sussex
Job Title: Senior Customer Programme Lead
Location: West Sussex / Hybrid 2 office days per week
Hours: 37 hours per week, Monday - Friday
There has never been a better time to join our client. A well-established organisation currently going through key transformational programmes therefore joining will offer you windows of opportunity in this highly enterprising role.
This lead role will be a member of the customer senior management team and report in a matrix structure to the Chief Customer Officer.
In this highly challenging role, you will have overall responsibility for coordination, management and delivery of the plan across the customer directorate including all billing and operational customer services, communications, community engagement and some high-profile programmes including smart metering.
The investment in change is a combination of capex projects using waterfall and agile approaches, along with operational delivery through existing teams. Programme drivers vary between cost efficiency and productivity, customer experience and a range of specific KPIs related to reputation management, consumption, and capability development.
Required experience:
- Proven track record of programme management success within complex delivery environments with specific experience in customer service ideally including outsourced partners
- Experience within a customer service centre environment with the understanding of all operations and KPI's
- People leadership and management competencies, particularly in a matrix structure
- A strategic and analytical thinker with significant commercial and financial acumen
- Able to absorb and understand significant detail and be able to present at appropriate levels for different audience
- An excellent understanding of change concepts and human factors supported by proven change delivery experience
- Excellent stakeholder management and influencing skills
- An effective communicator, both orally and through written presentations
- An understanding of regulated utility environments is of preference
- University degree, ideally pre and post grad, an MBA would be advantageous
- Project / programme management qualifications of interest; APM/Agile/CI/Change Management
- Water industry knowledge and experience
Applications welcome for contract, FTC and permanent enquiries.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
To speak to a recruitment expert please contact Shirley Mulley
