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Senior Project Manager

Job Posted: 3 days ago

Salary: £ 450 - 530 / Day
Job Type: Contract
Location: Windsor, Royal Borough of Windsor and Maidenhead

Expire in: 24 days

Job Description

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

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