Programme Manager (Customer Experience)

The Organisation:
A large not-for-profit organisation.

A bit about the role:

I am working with a London based not-for-profit organisation who are looking for a Programme Manager (Customer led Digital Programmes) to join them on a permanent basis. As Programme Manager your role will be to lead on the organisations Customer Experience programmes. This will include but is not limited to: the definition and implementation of their optimised customer journeys, their contact centre strategy definition and alignment of digital and communications channels, technology implementation and evolution to meet contact strategy needs, and strategic complaints CRM technology implementation.

What you’ll need:

• Experience of leading Customer Experience Programmes.
• Experience of delivering complex Change Programmes – a mixture of Business led and IT led.
• A proven track record of working with and successfully influencing stakeholders at different levels throughout the organisation.
• Evidence of end to end Programme management lifecycle delivery.
• Ability to assess large amounts of information, quickly cutting through to what matters to customers; Scoping programmes and projects when the requirement is not absolutely clear.
• Experience of both Agile and Waterfall.