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. This role requires a strategic leader with a strong background in digital transformation, automation, and efficiency-driven programmes.
Key Responsibilities
1. Develop and execute a detailed programme plan to deliver benefits outlined in the Contact Management and Digital business case.
2. 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.
3. Lead a programme to streamline and automate end-to-end processes, ensuring seamless customer interactions and efficient service delivery.
4. Work collaboratively with senior stakeholders, including Programme Director, SRO, and Sponsor, to align programme objectives with business goals.
5. Manage key work packages, ensuring stakeholder engagement and alignment across the programme.
6. Drive a culture of continuous improvement, supporting services with prog...