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Program Manager - Change Management, Transformation, and Customer Experience CX

eFinancialCareers
Job LocationLondon
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

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 onenhancing 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-functionalteams, 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

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