Customer & Community Experience Manager

A major infrastructure services provider are seeking to appoint a Customer & Community Experience Portfolio Support Manager to join their team in Worthing, Sussex.
The company has already grown tenfold in the past couple of years and are now beginning a £106 million transformation programme.
They are committed to evolving so that they provide an excellent service to their customers, stakeholder whilst positively impacting the local environment. They are investing heavily in technology, upgrading networks, replacing vital infrastructure and fullydigitalising their way of working.
The Role
As the Customer and Community Experience Portfolio Support Manager you will support the CX Head of Programmes and Change and the programme delivery managers, who in turn support the heads of function and SMEs in driving and assuring delivery of their changeagendas and projects across customer and community experience directorate.
In this role you will be responsible for maintaining, managing, and improving the change and programme controls for this area to enable a better more aligned delivery assurance. In addition to this central support role, you will also be responsible for undertakinga range of activities and initiatives involving:

- Portfolio tracking, controls and analysis - tracking and reporting of initiatives, status, costs, RAID, benefits including insight summaries
- Project delivery support - eg: PMO type support for specific projects or initiatives
- RAID - provision of specific risks, issues, assumptions and dependencies support within the portfolio as required
- Programme steering groups - eg: PMO type support for key programmes including aggregation of reports and status
- Programme review boards - eg: PMO type support for sub-portfolios such as Business Channels, Communications and Community
- Exec level reporting - supporting production of reports for Transcom or Opcom as required
- Project and change reporting - summary level reporting across all initiatives across the portfolio
- Benefits reporting - capturing benefits and leading indicators via the Benefits Analyst when in post
- Lessons learned - ensuring lessons learned activities are undertaken, capturing and dissemination
- Tracking and monitoring - cost and milestone and status tracking / monitoring to support analysis and report production
- Tools - development and evolution of tools, processes and approaches including MS Teams to support effective portfolio management recognising and aligned to the company's systems landscape including change management activities
You will report in to CX Head of Programmes and Change, with the specific goal of supporting the delivery of effective and assured change. Critical to your success will be:

- Your ability to share an up-to-date view of the portfolio of change KPIs with insight.
- Your ability to deploy your existing knowledge, skills and experience around a small portfolio of change initiatives, projects and programmes to both run the process and to evolve its effectiveness.
- Your ability to recognise and work with a range of team members who have different skills and areas of focus, requiring slightly different or tailored support or services.
- Your ability to adapt with agility to a changing environment and to evolve processes, tools, and ways of working to align and support this.
- The extent to which you actively identify and analyse opportunities for improvement, communicate and share those with considered solutions, taking on feedback and implementing.
- Your ability to develop and use existing core skills related to project planning, spreadsheet analysis, high quality PowerPoint deck, written documents, and collaboration tools.
- Obtaining good and supportive feedback from the wider delivery team across CX.
You will be a solutions oriented, empathetic and organised person with experience in PMO, portfolio or project work with a resilient and driven nature.
Company benefits offered:

- Company and performance-related bonus
- Generous pension with up to 11% company contribution
- Life assurance payment equal to four times your annual salary
- Health benefits through a Cash Plan
- Two paid community volunteering days a year
- 25 days annual holiday
- Occupational health service
- Perkbox benefits offering discounts and savings on several products and experiences
- Study support may be available for job-related qualifications
- Competitive maternity leave and flexible return to work options