Project Manager - CX Transformation

A2Dominion Housing Group Ltd; Ealing; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading housing association in the UK is seeking a Project Manager for CX Transformation to oversee projects aimed at enhancing customer experience through innovative technology solutions. The role involves planning and managing projects, stakeholder engagement, and utilizing Agile methodologies to ensure successful project delivery. This is a remote position, with a focus on developing cutting-edge solutions to improve customer interactions and operational efficiency.

Benefits

Flexible benefits

Salary exchange benefits

Qualifications

• GCSE level or equivalent in Maths and English (Grades A*- C).
• AGILE or PRINCE2 Practitioner certification required.
• Proven experience delivering large projects in corporate settings.

Responsibilities

• Plan, manage and deliver projects to agreed budgets and timelines.
• Develop the business case for projects with Project Sponsors.
• Identify and manage project stakeholders.

Skills

Stakeholder engagement

Agile methodologies

Risk management

Project management

Team leadership

Education

GCSE level or equivalent in Maths and English (Grades A*- C)

AGILE or PRINCE2 Practitioner

Job description

Project Manager – CX Transformation
Salary: £500 - 625 per day – 4 or 5 days per week – outside of IR35
Location: Remote/Ealing
Contract: 5 month contract, 35 hours per week

DBS check required: Basic

About usWe’re a UK housing association committed to a new vision – providing homes people love to live in.

With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable and private rent, specialist housing services, as well as homes for sale and shared ownership.

Our 70,000 customers have diverse backgrounds and levels of income and we’re here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose – delivering more homes and better services for customers.

We’re also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.

Role OverviewWe are looking for a Project Manager – CX Transformation to join our dedicated Project Services division. The Project Manager will plan, manage and deliver projects to the agreed budget, timescales and standards ensuring the client departments are equipped to realise and sustain the expected benefits.

A2Dominion is shortly due to kick off Phase 2 of a major CX transformation programme using the Genesys omnichannel platform. This stage focuses on implementing chatbots, voicebots, gamification dashboards, and integration with key systems like Dynamics CRM and TotalMobile. The goal is to reduce costs, improve CX/EX, boost automation, improve accessibility (incl. translation and self-serve), and enhance reporting and agent tools. The work is being delivered in partnership with Genesys partner Kerv, with an October go-live target.

Key responsibilities:

• Develop the business case for projects with Project Sponsor(s) to the agreed standard, assessing the high-level requirements, cost, forecast benefits, risks and issues
• Determine the project governance and frequency of meetings and reporting with Project Sponsor(s).Including but not limited to Project Board meetings used to actively update key stakeholders on progress, challenges and to gain decisions & direction.Report upwards on project progress frequently, ensuring appropriate and timely escalations
• Define the project scope and plan with Project Sponsor(s) to meet business requirements
• Identify and manage project stakeholders
• Assemble and manage the project team to undertake the project, planning and co-ordinating both internal and external resources using appropriate tools
• Manage and lead project team members and third-party suppliers, influencing them to take positive action and accountability for their work, to ensure plan tasks are achieved, risks & issues understood and appropriately managed, escalating as appropriate. Establish the governance mechanisms to enable this
• Plan, coordinate and manage budgets, where required
• Coordinate and manage the communications plan in line with departmental and corporate standards
• Proactively identify and appropriately manage/mitigate risks and issues and undertake associated troubleshooting including any recommendations for change or investment
• Support Project Sponsor(s) in providing regular updates through the established governance framework and reporting lines.

More about you

• Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
• AGILE or PRINCE2 Practitioner
• Proven experience of delivering large projects in corporate environments that include people, process and technology changes
• Experience of assembling, leading and managing matrix teams
• Experience of applying Agile methodologies to manage and adapt to changing priorities, enabling the seamless integration of the system into operational processes to enhance service delivery and customer experience
• Experience of stakeholder engagement, sprint planning, risk and issue management, and ensuring deliverables meet quality standards while maintaining transparency and alignment with strategic goals.

Choosing us is easy

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.

If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request:[e-mail]

A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will:

• actively look to attract and recruit disabled people
• provide a fully inclusive and accessible recruitment process
• offer an interview to disabled applicants who meet the minimum criteria for the job
• be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
• make reasonable adjustments as required

At A2Dominion Group, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs.

Meeting the role requirements

We recognise that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further [e-mail].

A2Dominion is proud to be a family friendly employer

Everyone is welcome at A2Dominion Group. We know that equality, diversity,and inclusivity make us better. We embrace the unique contributions of ourpeople and seek to create a workplace where everyone feels like they belong.Find out why our people love working with us.”

Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.