Senior Project Manager

Role: Senior Project Manager Location: Windsor, UK Type of Contract: Contract Mode of work: Once in a week Onsite JD: Lead end-to-end Customer Service/Customer Experience (CX) transformation projects within the Customer Service Transformation programme, owning project governance, business case submissions, approvals, and delivery outcomes across multiple stakeholders (Business, Product, Design, and Technology) Responsibilities: * Manage and drive CX projects in the Customer Service Transformation area where requirements may be unclear at initiation; actively shape scope and secure clarity while maintaining delivery momentum. * Operate within the Program Director’s organisation structure; lead work in the Redistribute space (Omni-channel to Chat transformation). * Prepare and present business cases and project updates to programme/board-level forums; obtain decisions and steer actions to closure. * Own project governance: delivery approach, reporting cadence, RAID (risks, assumptions, issues, dependencies) management and escalation paths. * Lead budgeting, cost tracking, and budget approval processes; ensure benefits/value alignment to business goals. * Define and maintain the implementation roadmap, plans, milestones, and dependencies end-to-end. * Adopt appropriate delegation and use of project assurance roles within agreed reporting structures. * Drive efficient stakeholder management across Business, Product, Design, Technology, and operations; align priorities and resolve conflicts. * Support face-to-face meetings where required and work standard UK office hours (9am–5pm, Mon–Fri) * Your Profile Essential skills/knowledge/experience: * 15+ years of relevant Project/Programme Management experience with demonstrable delivery of CX programmes. * Strong domain experience in Customer Service/Customer Experience, including CX journeys and contact-centre/channel transformation. * Exposure to Agentic AI use-cases in service, chatbots/virtual agents, and IVR/telephony concepts. * Strong end-to-end project planning and monitoring, with ability to manage delivery at pace across multiple workstreams. * Ability to translate business requirements into clear functional specifications and guide technical delivery. * Excellent stakeholder management and influencing skills across senior and delivery stakeholders. * Clear, crisp verbal and written communication; strong presentation and articulation skills for recommendations and project updates. Desirable skills/knowledge/experience: * Experience building and socialising business cases (cost/benefit, value narrative) for programme boards. * Strong financial governance experience (budget approvals, forecasting, benefits tracking). * Experience running delivery in ambiguous environments (lean requirements, evolving scope) using pragmatic governance. * Comfortable facilitating senior stakeholder workshops and decision forums. * Experience with omni-channel platforms and chat transformation programmes