Role: Senior Project Manager
Location: Windsor, UK
Type of Contract: Contract
Mode of work: Once in a week Onsite
JD:
Lead end-to-end Customer Service/Customer Experience (CX) transformation projects within the Customer Service Transformation programme, owning project governance, business case submissions, approvals, and delivery outcomes across multiple stakeholders (Business, Product, Design, and Technology)
Responsibilities:
* Manage and drive CX projects in the Customer Service Transformation area where requirements may be unclear at initiation; actively shape scope and secure clarity while maintaining delivery momentum.
* Operate within the Program Director’s organisation structure; lead work in the Redistribute space (Omni-channel to Chat transformation).
* Prepare and present business cases and project updates to programme/board-level forums; obtain decisions and steer actions to closure.
* Own project governance: delivery approach, reporting cadence, RAID (risks, assumptions, issues, dependencies) management and escalation paths.
* Lead budgeting, cost tracking, and budget approval processes; ensure benefits/value alignment to business goals.
* Define and maintain the implementation roadmap, plans, milestones, and dependencies end-to-end.
* Adopt appropriate delegation and use of project assurance roles within agreed reporting structures.
* Drive efficient stakeholder management across Business, Product, Design, Technology, and operations; align priorities and resolve conflicts.
* Support face-to-face meetings where required and work standard UK office hours (9am–5pm, Mon–Fri)
* Your Profile
Essential skills/knowledge/experience:
* 15+ years of relevant Project/Programme Management experience with demonstrable delivery of CX programmes.
* Strong domain experience in Customer Service/Customer Experience, including CX journeys and contact-centre/channel transformation.
* Exposure to Agentic AI use-cases in service, chatbots/virtual agents, and IVR/telephony concepts.
* Strong end-to-end project planning and monitoring, with ability to manage delivery at pace across multiple workstreams.
* Ability to translate business requirements into clear functional specifications and guide technical delivery.
* Excellent stakeholder management and influencing skills across senior and delivery stakeholders.
* Clear, crisp verbal and written communication; strong presentation and articulation skills for recommendations and project updates.
Desirable skills/knowledge/experience:
* Experience building and socialising business cases (cost/benefit, value narrative) for programme boards.
* Strong financial governance experience (budget approvals, forecasting, benefits tracking).
* Experience running delivery in ambiguous environments (lean requirements, evolving scope) using pragmatic governance.
* Comfortable facilitating senior stakeholder workshops and decision forums.
* Experience with omni-channel platforms and chat transformation programmes
