Programme Manager CRM and Voice AI Rate: £500 per day Contract: Outside IR35 Location: Hybrid 1 to 2 days per week onsite in Thurrock Overview We are seeking an experienced Programme Manager to lead a transformative, technology-driven change programme, focusing on Voice Automation and CRM system delivery .
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This role requires a strategic leader with a strong background in digital transformation, automation, and efficiency-driven programmes.
Key Responsibilities Develop and execute a detailed programme plan to deliver benefits outlined in the Contact Management and Digital business case .
Use findings from the Contact Management and Digital discovery workstream to inform the wider Customer Experience Business Case, working with stakeholders to define scope, rollout plan, and financial modelling.
Lead a programme to streamline and automate end-to-end processes, ensuring seamless customer interactions and efficient service delivery.
Work collaboratively with senior stakeholders, including Programme Director, SRO, and Sponsor, to align programme objectives with business goals.
Manage key work packages, ensuring stakeholder engagement and alignment across the programme.
Drive a culture of continuous improvement, supporting services with programme management and identifying opportunities for digital transformation.
Oversee effective communication, engagement, training, and organisational development activities to support programme milestones.
Ensure strong financial programme management, aligning investment with anticipated savings.
Provide expertise on leading CRM and Voice AI solutions, ensuring smooth procurement, delivery, UAT, and integration with existing systems.
Leverage corporate data and process insights to drive efficiency and challenge traditional ways of working.
Manage business analysts and customer journey teams to enhance local government services through digital innovation.
Deliver an integrated change plan across all projects in scope, ensuring measurable benefits across various services (e.g., social care, place, corporate services).
Key Requirements Proven track record in leading digital transformation programmes, particularly in CRM and Voice AI implementation.
Experience in managing large-scale CRM procurement and delivery, including UAT and system integration .
Strong expertise in financial programme management and benefits realisation .
Extensive background in local government service transformation Ability to build credibility and engagement across multi-disciplinary teams .
Agile-qualified with experience in managing large-scale change initiatives .
Ability to work on-site weekly as required.
This is an excellent opportunity for a strategic programme leader with the expertise to drive meaningful change through CRM and Voice AI implementation.