Summary: The role of CRM and Voice AI Programme Manager involves leading transformative, technology-driven change initiatives within local government, focusing on digitisation and automation. The candidate will be responsible for managing a programme that enhances customer experience through streamlined processes and effective stakeholder engagement. The position requires extensive experience in delivering similar digital programmes and a strong background in change management and organisational culture. Immediate availability is preferred for this assignment.

Key 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.

Key Skills:

• Local Government experience
• Leadership & Management of customer facing operations
• Digitisation and automation Leadership/Workforce Mobilisation
• Change Management
• Portfolio/Programme Design and Delivery Performance Management
• Stakeholder Engagement
• Genuine Transformation
• Organisational Culture
• Experience of Shared Services Adoption of new technology and ways of working
• Experience in delivering Voice Automation and CRM systems

Salary (Rate): £500

City: Essex

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT