Senior Project Manager

Senior Project Manager – Customer Experience (CX) Transformation Contract | Hybrid Working We are seeking an experienced Senior Project Manager / Programme Manager to lead large-scale Customer Experience (CX) and Customer Service transformation programmes. This is a high-impact role delivering end-to-end change across contact centre and omni-channel environments. You will own programme delivery, governance, and stakeholder engagement, driving transformation across digital channels, chatbots, virtual agents, and IVR/telephony platforms. Key Responsibilities * Lead CX / customer service transformation programmes end-to-end * Manage programme governance, RAID, reporting, and delivery milestones * Drive omni-channel and contact centre transformation initiatives * Own business case development, budgeting, and financial governance * Engage senior stakeholders across business, product, and technology teams * Deliver across multiple workstreams in fast-paced environments Key Skills & Experience * Proven experience as a Senior Project Manager / Programme Manager * Strong background in Customer Experience (CX), Contact Centre, or Customer Service transformation * Experience with omnichannel, chatbot, virtual agent, IVR, or telephony platforms * Demonstrated end-to-end programme delivery and governance ownership * Strong stakeholder management and communication skills * Experience working in complex, ambiguous transformation environments Desirable * Exposure to AI / conversational AI / chatbot solutions * Experience with platforms such as Genesys, NICE, Amazon Connect, or Salesforce Service Cloud * Strong financial governance and benefits tracking experience This is an excellent opportunity to lead high-visibility transformation programmes with significant business impact