Senior Project Manager

DCV Technologies

Remote-friendly

Senior Project Manager – Customer Experience (CX) Transformation
Contract | Hybrid Working

We are seeking an experienced Senior Project Manager / Programme Manager to lead large-scale Customer Experience (CX) and Customer Service transformation programmes. This is a high-impact role delivering end-to-end change across contact centre and omni-channel environments.

You will own programme delivery, governance, and stakeholder engagement, driving transformation across digital channels, chatbots, virtual agents, and IVR/telephony platforms.

Key Responsibilities

  • Lead CX / customer service transformation programmes end-to-end
  • Manage programme governance, RAID, reporting, and delivery milestones
  • Drive omni-channel and contact centre transformation initiatives
  • Own business case development, budgeting, and financial governance
  • Engage senior stakeholders across business, product, and technology teams
  • Deliver across multiple workstreams in fast-paced environments

Key Skills & Experience

  • Proven experience as a Senior Project Manager / Programme Manager
  • Strong background in Customer Experience (CX), Contact Centre, or Customer Service transformation
  • Experience with omnichannel, chatbot, virtual agent, IVR, or telephony platforms
  • Demonstrated end-to-end programme delivery and governance ownership
  • Strong stakeholder management and communication skills
  • Experience working in complex, ambiguous transformation environments

Desirable

  • Exposure to AI / conversational AI / chatbot solutions
  • Experience with platforms such as Genesys, NICE, Amazon Connect, or Salesforce Service Cloud
  • Strong financial governance and benefits tracking experience

This is an excellent opportunity to lead high-visibility transformation programmes with significant business impact.

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