Senior Project Manager – Customer Experience (CX) Transformation
Contract | Hybrid Working
We are seeking an experienced Senior Project Manager / Programme Manager to lead large-scale Customer Experience (CX) and Customer Service transformation programmes. This is a high-impact role delivering end-to-end change across contact centre and omni-channel environments.
You will own programme delivery, governance, and stakeholder engagement, driving transformation across digital channels, chatbots, virtual agents, and IVR/telephony platforms.
Key Responsibilities
* Lead CX / customer service transformation programmes end-to-end
* Manage programme governance, RAID, reporting, and delivery milestones
* Drive omni-channel and contact centre transformation initiatives
* Own business case development, budgeting, and financial governance
* Engage senior stakeholders across business, product, and technology teams
* Deliver across multiple workstreams in fast-paced environments
Key Skills & Experience
* Proven experience as a Senior Project Manager / Programme Manager
* Strong background in Customer Experience (CX), Contact Centre, or Customer Service transformation
* Experience with omnichannel, chatbot, virtual agent, IVR, or telephony platforms
* Demonstrated end-to-end programme delivery and governance ownership
* Strong stakeholder management and communication skills
* Experience working in complex, ambiguous transformation environments
Desirable
* Exposure to AI / conversational AI / chatbot solutions
* Experience with platforms such as Genesys, NICE, Amazon Connect, or Salesforce Service Cloud
* Strong financial governance and benefits tracking experience
This is an excellent opportunity to lead high-visibility transformation programmes with significant business impact