Job Description

Posted 4 weeks ago

Project Manager – Customer Experience (CX) / Contact Centre Transformation
Contract | Hybrid Working

We are seeking a hands-on Project Manager to lead end-to-end delivery of Customer Experience (CX) transformation initiatives, with a strong focus on contact centre, omnichannel, chatbot, and IVR solutions.

This is a delivery-focused role where you will drive projects from initiation through to completion, working across business, product, technology, and operations teams.

Key Responsibilities:

* Lead end-to-end project delivery across CX and customer service transformation programmes

* Manage project plans, RAID logs, dependencies, and stakeholder communications

* Drive requirements discovery and translate business needs into deliverables

* Coordinate cross-functional teams to deliver omnichannel and digital customer solutions

* Support governance, reporting, and stakeholder alignment

Key Skills & Experience:

* Strong Project Manager / Delivery Manager background

* Proven experience in customer experience, customer service, or contact centre environments

* Exposure to chatbots, virtual assistants, IVR, or digital channels

* Experience delivering omnichannel or contact centre transformation projects

* Strong stakeholder management, planning, and delivery ownership skills

Desirable:

* Experience in digital transformation / service operations

* Background in consulting or large-scale delivery environments

This is an excellent opportunity to join a high-impact transformation programme, delivering tangible improvements to customer journeys and service operations.

Apply now to be considered