Programme Manager – CRM and Voice AI

Job Details

The assignment requires a programme manager with extensive experience in delivering transformative and technology-led change, including the delivery of Voice Automation and CRM systems.

Deliverables and responsibilities
• Leverage existing extensive experience in successfully delivering similar digital and savings driven programmes to develop and deliver detailed programme plan for delivery of benefits agreed in the Contact Management and Digital business case.
• Use findings from the Contact Management and Digital discovery workstream to inform wider Customer Experience Business Case. Work with relevant stakeholders across the organisation to pull together scope, roll out plan and financial case (investment required with associated savings analysis).
• Manage a programme which streamlines and automated end to end processes from customer thought, through demand management and then into a front door which efficiently automates through to council front line services removing middle and back-office resource.
• Demonstrable history of savings and implementation delivery.
• Deliver work packages for each key programme with consistent and effective approach to stakeholder management across the programme.
• Deliver in partnership with Programme Director, SRO, Sponsor and other colleagues as part of the programme team to build alignment and buy in with senior stakeholders in service and elsewhere.
• Work collaboratively with contractors as part of an integrated team approach to delivery.
• Ability to build credibility and engagement with council wide services manifesting benefits ranging from social care, to place and corporate services.
• Deliverable and execution an of integrated change plan across all projects in scope.
• Helping services address issues with programme management where required.
• Ensure required and relevant communication, engagement, training and OD activities are planned and aligned to the programme plan and milestones.
• In partnership with other senior resource, ensure effective planning and prioritisation of work to ensure overall programme delivery with clear benefits for the Council.
• Strong financial programme management.
• Clear understanding and experience of implementing leading market CRM and VOICEAI products.

Umbrella daily rate: £500