Digital Transformation Programme Manager

Major Players are working with a fast growing Fintech and their Operations team is undergoing a digital transformation, and you will be responsible for overseeing the delivery and implementation of 3 strategic initiatives-

CRM and the 'back office', Chat and IVR.

Please only apply if you have They would like someone who has prior experience of implementing digital transformation initiatives for contact centre technologies.

They would like someone who has prior experience of implementing digital transformation initiatives for contact centre technologies.

You should have experience and expertise in both programme management and call centre technology (minimally including IVR, CRM, and chat solutions).

You will assist in the programme management of the projects from implementation and

thereafter planning ongoing enhancements. You will be supported by a team of project managers.

As Contact Centre Digital Transformation Programme Manager you will play a pivotal

role in managing the implementation through to completion.

You will liaise with stakeholders across the business to get up to speed on the project to date as many teams

across the business are involved in these initiatives.

You will need to think about the end to end experience for our customers and their operations teams. Your main focus should be on ensuring they have as much automation as possible.

You will also take responsibility for identifying and solving other project blockers. You may also need to run an RFP process so they would expect experience of this.

You will have previous experience of working on one or all of these projects, with knowledge of optimal customer journeys and technical implementations. You will have strong communication skills to liaise with a range of technical and non-technical stakeholders; great data and analytical skills, project management skills to take ownership of the implementation and ability to spot opportunities and automation.

Knowledge of Salesforce, Zendesk and Amazon Connect would be great but not required.