Customer Journey Programme Manager
2 months ago
We have an opportunity for an experienced Customer Journey Programme Manager to be part of a fundamental transformation for our not for profit client. They are looking to transform their service offerings and how they engage with customers, third partiesand partners.
The role is based on a 24 month FTC with a high chance to be extended. The role is predominantely remote with only occasional travel to the office needed.
**Purpose of Customer Journey Programme Manager**:
- To manage the scoping, planning and delivery of a transformational change programme to remodel the front line service provision to the public.
- To manage senior stakeholder engagement and change management and to oversee the projects and to hold them, and other business leads, to account for delivery and to align with the broader change programme.
- Facilitate challenging conversations and creative commissioning / service design discussions
- Build excitement around the vision for the programme
- Manage the programme plan, communications plan and RAID
- Working with the Partnerships team to develop a partnership building capability with other charities and government agencies to help deliver the necessary services
- Establish appropriate welfare oversight and auditing
- Recommendations on improvements to MI/KPI tracking
- Recommendations on supporting systems and roadmap
**Knowledge, skills and experience needed for the Customer Journey Programme Manager**:
- Experience of running commissioning / service design programmes
- Experience of drafting commissioning documents and presentations
- Experience of having to lead creative thinking
- Experience of working and communicating at a strategic level with key stakeholders in order to build successful relationships and navigate top level politics, with evidence of managing by influence to achieve successful outcomes to complex business problemsand proven experience of ensuring that projects remain viable and aligned to scope and strategy
- Experience of establishing strong governance structures and good reporting lines
- Experience of running projects for multiple business functions
- Extensive experience of stakeholder management, identifying, addressing and resolving differences between individuals and/or interest groups
- Experience of using project management tools to manage development activity
- Extensive experience creating Gantt charts, including resource leveling, dependency chains and critical paths
- Experience in controlling, reconciling and reporting on projects
- Experience of analysing complex data to produce useful management information
- Experience of using work packages
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