Program Manager – Change Management Transformation and Customer Experience CX

Description de la mission

Company Overview:
Our client is a large technical and professional services organisation based in the city. We are seeking a self-starter and collaborative Program Manager with a proven track record in change management, complex business transformation, and a keen focus on enhancing Customer Experience (CX).
Position Overview:
You will play a pivotal role in driving organisational change, ensuring successful implementation of strategic initiatives, and enhancing customer satisfaction. You will be responsible for overseeing and managing complex programs, collaborating with cross-functional teams, and facilitating transformative change processes with a customer-centric approach.
Key Responsibilities:
Program Leadership:
Lead and manage end-to-end program lifecycle, from planning and initiation to execution and closure.
Develop and maintain detailed program plans, ensuring alignment with organisational objectives and timelines.
Change Management:
Design and implement effective change management strategies to drive successful organisational transitions.
Assess the impact of change initiatives and develop plans to address resistance, ensuring a positive impact on Customer Experience (CX).
Foster a change-ready culture by promoting awareness, understanding, and commitment to organizational changes.
Customer Experience (CX) Enhancement:
Collaborate with teams to identify and implement CX improvement opportunities throughout the organization.
Utilize customer feedback and data to inform decision-making and drive initiatives that positively impact CX.
Ensure that CX considerations are integrated into all aspects of program planning and execution.
Transformational Leadership:
Collaborate with executive leadership to define and articulate the vision for organisational transformation.
Drive and facilitate the execution of transformational initiatives, ensuring alignment with strategic goals.
Provide guidance and support to project teams, ensuring cohesive efforts towards transformative objectives.
Stakeholder Engagement:
Build strong relationships with key stakeholders at all levels of the organization, with a focus on understanding and improving customer interactions.
Communicate program objectives, progress, and outcomes to stakeholders, ensuring transparency and buy-in.
Address concerns and feedback, fostering a collaborative and supportive environment.
Qualifications:
Demonstrated experience in driving Client Experience (CX) improvements in conjunction with organisational change initiatives.
Demonstrated experience working on complex business focused transformation