Programme Manager

4 weeks ago

London, UK, United Kingdom Undisclosed Full time

Programme Manager - Technology Transformation

The location of the role is Paddington, London (hybrid working).

The duration of the contract is 6 months.

The pay rate on offer is £600 - £700 per day (via Umbrella).


Summary


We have an exciting opportunity a fixed term Programme Manager/Change Manager to join the Customer Service Centre (CSC) and support the delivery of our transformation plan for 24/25. This role will specifically support the programme to replace our colleague platform – the main system that our colleagues use to interact with customers through voice, chat and email channels.


You will partner with the technology team and our existing change team to plan, launch and embed the new ‘Omnichannel Platform’, utilising change management techniques to increase the likelihood of success. The ideal candidate will have experience supporting tech transformation programmes and working within a customer orientated function. You’ll already have, or be able to quickly develop, a thorough understanding of the ADKAR change model and how to apply it, be a self-starter who is happy working independently as well as part of a team and have an eye for detail.


Key accountabilities of the role

  • Ensure successful delivery of the omnichannel transformation, meeting all milestones on time, within scope, and on budget
  • Manage relationships with key stakeholders, including senior management, business units, and technology teams, to align programme outcomes with business objectives
  • Coordinate the seamless integration of various communication channels (voice, chat, email, social media, whitemail) to enhance the overall customer and colleague experience
  • Lead initiatives focused on improving the customer experience across all touchpoints, ensuring a user-centric approach in both design and technology
  • Feed into the selection, customisation, and deployment of technology platforms and tools that enable omnichannel capabilities (e.g., CRM systems, AI-driven chatbots, analytics tools)
  • Ensure that design processes (e.g., UX/UI design) align with the programme’s goals, delivering an intuitive and efficient customer and colleague experience
  • Identify, assess, and manage risks and issues that could impact the programme's success, implementing mitigation strategies as needed
  • Track and report on the programme’s performance metrics, adjusting strategies as needed
  • Ensure that the omnichannel transformation aligns with the broader business strategy and contributes to long-term business goals
  • Ensure all technology and design implementations comply with relevant industry regulations and standards (e.g., data privacy, accessibility)
  • Leading the colleague adoption workstream for Omnichannel Platform
  • Establishing clear and compelling reasons for the change and ensuring they are reflected in simple, engaging vision statements
  • Helping to identify the most appropriate data to monitor and measure the effectiveness of change
  • Assisting tech teams in identifying stakeholders and working closely with relevant stakeholders to impact assess the change for all affected roles
  • Developing a complete change plan for the plan, launch and embed stages of the change, identifying gaps and dependencies and helping to resolve them
  • Building and maintaining strong relationships with colleagues, gathering feedback on the change and being a spokesperson for the agent voice wherever possible
  • Identifying where additional capabilities / skills / systems etc. are needed and challenging whether we are doing enough to deliver them
  • Working with communications and learning specialists to develop comms and training plans


Key skills and experience

  • Proven experience in managing large-scale projects or programmes, with a strong understanding of project management methodologies
  • Ability to engage, communicate, and manage relationships with a wide range of stakeholders
  • Experience in identifying, assessing, and mitigating risks throughout the programme lifecycle
  • Ability to manage timelines, meet deadlines, and ensure project milestones are achieved
  • Ability to align programme objectives with the strategic goals
  • Strong verbal and written communication skills, capable of conveying complex ideas clearly to both technical and non-technical audiences
  • Experience in guiding teams and stakeholders through change
  • Basic understanding of relevant technologies, tools, and platforms used in Design & Technology projects (e.g., UX/UI design tools, software development tools)
  • Ability and desire to prioritise user experience and ensure that the design and technology solutions meet user needs
  • Familiarity with Agile or similar methodologies specifically tailored to Design & Technology environments
  • Awareness of current trends, challenges, and best practices in Design & Technology
  • Working within a customer orientated function and supporting transformation within this area
  • Working alongside and advising a variety of stakeholders from different functions and organisational levels to achieve successful project outcomes
  • Proactively seeking out and using a variety of data sets, using these to make decisions

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