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Transformation Programme Lead

2 months ago

London, United Kingdom Undisclosed Full time

Transformation Programme Lead - Technology Initiatives

The role involves a significant opportunity to oversee a critical transformation initiative within the Customer Service Centre (CSC). This position is designed to facilitate the implementation of a comprehensive transformation strategy aimed at enhancing operational efficiency and customer engagement.

Contract Overview

This is a fixed-term contract role focused on the execution of a pivotal programme aimed at modernizing the systems utilized by our team members to engage with customers across various communication channels.

Role Summary

The successful candidate will collaborate closely with both the technology and change management teams to effectively plan, initiate, and integrate a new 'Omnichannel Platform'. This platform is intended to streamline interactions through voice, chat, and email, thereby improving overall service delivery. The ideal candidate will possess a robust background in technology transformation projects and experience in customer-centric environments.

Key Responsibilities

  • Ensure the effective delivery of the omnichannel transformation project, adhering to timelines, scope, and budgetary constraints.
  • Foster relationships with key stakeholders, including senior leadership and various business units, to ensure alignment of programme outcomes with organizational objectives.
  • Oversee the integration of diverse communication channels to enhance the experience for both customers and team members.
  • Lead initiatives aimed at improving customer interactions across all platforms, ensuring a user-focused approach in both design and technology.
  • Contribute to the selection and deployment of technology solutions that support omnichannel capabilities.
  • Ensure that design processes align with the programme's objectives, delivering a seamless experience for users.
  • Identify and manage risks that may impact the programme's success, implementing necessary mitigation strategies.
  • Monitor and report on the programme's performance, making adjustments to strategies as required.
  • Ensure that the transformation aligns with broader business strategies and contributes to long-term goals.
  • Ensure compliance with industry regulations and standards throughout the implementation process.
  • Lead the initiative focused on colleague adoption of the new platform.
  • Establish clear communication regarding the reasons for change and ensure these are reflected in engaging vision statements.
  • Assist in identifying relevant data to measure the effectiveness of the transformation.
  • Support technology teams in stakeholder identification and impact assessment for all affected roles.
  • Develop a comprehensive change management plan for the implementation stages of the project.
  • Build and maintain strong relationships with colleagues, gathering feedback and advocating for their perspectives.
  • Identify additional capabilities or resources needed to ensure successful delivery.
  • Collaborate with communication and training specialists to develop effective communication and training strategies.

Essential Skills and Experience

  • Demonstrated experience in managing large-scale transformation projects, with a solid understanding of project management methodologies.
  • Strong ability to engage and manage relationships with a diverse range of stakeholders.
  • Experience in risk identification, assessment, and mitigation throughout the project lifecycle.
  • Proven ability to manage timelines and ensure project milestones are met.
  • Capability to align project objectives with strategic business goals.
  • Excellent verbal and written communication skills, with the ability to convey complex ideas to both technical and non-technical audiences.
  • Experience in guiding teams through change processes.
  • Basic understanding of relevant technologies and tools used in design and technology projects.
  • Commitment to prioritizing user experience in design and technology solutions.
  • Familiarity with Agile methodologies tailored to design and technology environments.
  • Awareness of current trends and best practices in the field.
  • Experience working in customer-focused roles and supporting transformation initiatives.
  • Ability to leverage data for informed decision-making.