CX Project Manager

Location: UKSubject to ConsultationAbout the role DS Smith is seeking to be a leader in Customer Experience and has several programmes that will be delivered over the next 5+ years to support an ambitious customer experience transformation agenda.You will drive the delivery of a key CX transformation workstreams for DS Smith, seeking to build an even more customer-centric business and to help the company continually achieve greater customer satisfaction and in turn increased efficiency and profitability.The workstreams that you will deliver will be our Proof of Concept (POC) and M2S workstream. The long-term aim of POC is to create a step change in the experience that our biggest customers have with DS Smith, initially delivering a POC to one customer in an experience area that will drive growth, and scaling the POC to the remaining population of 80s customers.The M2S workstream aims to create consistency of approach across all of our customers in how we service them. You will deliver a clear deployment plan alongside our sub-regional colleagues, track and evolve the M2S over time to ensure it is meeting our evolving needs as a businessYou will work closely with the SMI CX Programme Delivery Lead, the Head of Customer Experience plus senior functional regional, local, and global leaders, driving your project.KEY RESPONSIBILITIES: Define the project in an exact, concrete and concise way, identifying outputs and outcomes to be delivered; maintaining and keeping the project plan up to dateDefine and implement the project's governance frameworkManage the project according to the defined implementation plan; ensure the project's efficient design and execution, and proactively monitor its overall progress, identifying emerging issues and managing and resolving risks to the project's successIdentify and analyse the main challenges of the project, propose and pursue the best possible solutions - inform and escalate to the Project Sponsor whenever requiredEnsure the appropriate benefits realisation strategy is in place to monitor the delivery of benefits against the Business CaseAdopt and promote the DS Smith Delivery Framework principles and standardisation, supporting the implementation and improvement of the FrameworkResponsible for the efficient allocation and use of resource in the project and managing the performance of the project teamManage budget on behalf of the sponsor, monitoring the costs against the delivered and realised benefits as the project progressesLead Communications: status, progress and challenges of the project and ensure on-going follow up with the project stakeholders and steering committeeCollaborate with the Project Sponsor to achieve clear outcomes/deliverables in line with the project agenda.About YouMaster's degree or equivalent work experience, preferably with business and technical backgroundA passion for Customer Experience, with the ability to understand business objectives and align CX activities accordinglyExperience of delivering large scale CX transformation programmesExperience of delivering digital and technology powered customer experience programmesExperience of end-to-end innovation delivery - from insight to pilot/POC to scaling and driving adoption across multiple marketsAbility to interpret and collaborate with others to work backwards from the end-user experience to shape the services, processes and technology requiredStrong leadership and management skillsDelivery and change execution and monitoring thinking and foresightGood knowledge of techniques for planning, monitoring, and controlling programmesExcellent knowledge of project management approaches such as PRINCE 2, agile delivery techniques and building collaborative teamsHands-on experience working and driving change at all levels in an organisation i.e., leading, driving and participating in projects as neededAbility to work with all levels and with internal and external partners.