Transformation Programme Manager – Customer Service & Digital

Sainsbury's Limited; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Colleague discount

Pensions

Life cover

Bonus up to 20%

Annual leave

Private healthcare

Season ticket loan

Cycle to work

Health cash plans

Salary advance

Employee Assistance

Job summary

Sainsbury's Limited in London Store Support Centre seeks a Programme Manager to lead transformation across Customer Service and Contact Centre operations. You’ll coordinate multiple workstreams, manage plans, dependencies and risks, and deliver measurable benefits for customers and colleagues.

This hybrid role combines home and office work with occasional travel to support centres, stores and other locations.

Qualifications

• Proven experience delivering complex projects or programmes in a large, fast-paced organisation.
• Strong planning and delivery skills, with the ability to manage competing priorities and multiple workstreams.
• Experience working across cross-functional teams and navigating a matrix organisation.
• Excellent stakeholder management, influencing and constructive challenge skills, including with senior leaders.
• A highly organised approach, strong attention to detail and confidence bringing clarity to ambiguity.
• The ability to interpret data, insight and operational information to support decisions and track benefits.
• Clear and engaging written and verbal communication, with experience producing high-quality reporting and presentations.
• A proactive, resilient and solution-focused mindset; experience in customer service, contact centres, operations or transformation would be an advantage.

Responsibilities

• Lead the day-to-day delivery of complex transformation activity across multiple workstreams.
• Build and maintain integrated project plans, milestones, roadmaps and clear delivery priorities.
• Coordinate cross-functional teams, aligning stakeholders on objectives, timelines and deliverables.
• Track progress, risks, issues, dependencies, decisions and actions, escalating when appropriate.
• Drive timely decisions and practical solutions to keep delivery on track and maintain momentum.
• Produce clear updates, reports, presentations and materials for sponsors and governance forums.
• Support business readiness, communications and colleague adoption so changes land successfully.
• Identify opportunities to simplify processes, improve ways of working and deliver measurable customer, colleague and business benefits.

Job description

Sainsbury's Limited in London Store Support Centre seeks a Programme Manager to lead transformation across Customer Service and Contact Centre operations. You’ll coordinate multiple workstreams, manage plans, dependencies and risks, and deliver measurable benefits for customers and colleagues.

This hybrid role combines home and office work with occasional travel to support centres, stores and other locations.