Back to search
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
- Develop and execute a detailed programme plan to deliver benefits outlined in the Contact Management and Digital business case.
- 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.
- Lead a programme to streamline and automate end-to-end processes, ensuring seamless customer interactions and efficient service delivery.
- Work collaboratively with senior stakeholders, including Programme Director, SRO, and Sponsor, to align programme objectives with business goals.
- Manage key work packages, ensuring stakeholder engagement and alignment across the programme.
- Drive a culture of continuous improvement, supporting services with programme management and identifying opportunities for digital transformation.
- Oversee effective communication, engagement, training, and organisational development activities to support programme milestones.
- Ensure strong financial programme management, aligning investment with anticipated savings.
- Provide expertise on leading CRM and Voice AI solutions, ensuring smooth procurement, delivery, UAT, and integration with existing systems.
- Leverage corporate data and process insights to drive efficiency and challenge traditional ways of working.
- Manage business analysts and customer journey teams to enhance local government services through digital innovation.
- Deliver an integrated change plan across all projects in scope, ensuring measurable benefits across various services (e.g., social care, place, corporate services).
Key Requirements
- Proven track record in leading digital transformation programmes, particularly in CRM and Voice AI implementation.
- Experience in managing large-scale CRM procurement and delivery, including UAT and system integration.
- Strong expertise in financial programme management and benefits realisation.
- Extensive background in local government service transformation
- Ability to build credibility and engagement across multi-disciplinary teams.
- Agile-qualified with experience in managing large-scale change initiatives.
- Ability to work on-site weekly as required.
This is an excellent opportunity for a strategic programme leader with the expertise to drive meaningful change through CRM and Voice AI implementation.
