Job Responsibilities:

• Have experience leading projects and programs involving broad-based business change
• Highly proficient defining project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders
• Able to form relationships with key stakeholders, provide great decision making and effectively lead a delivery team.
• Experience and knowledge of change management principles, methodologies and tools
• Manage risk and when to engage senior sponsors
• Have excellent stakeholder management at all levels.
• Have worked and led customer experience improvement initiatives in SaaS environments
• Delivery of projects in an agile environment
• Excellent active listening skills
• Ability to clearly articulate messages to a variety of audiences
• Ability to establish and maintain strong relationships
• Ability to influence others and move toward a common vision or goal
• Flexible and adaptable; able to work in ambiguous situations
• Exceptional communication skills, both written and verbal

Requirements:

• Planning and execution of multiple projects as part of the wider Customer Experience Transformation initiative
• Controls the project scope, ensuring that rigorous change control is exercised
• Ensures project deliverables meet requirements and that acceptance and handover to business as usual are managed against agreed acceptance criteria and to a defined plan
• Ensures that all project status reporting is accurate, informative and timely
• Initiates extra activities and other management interventions wherever gaps in the project are identified or issues arise
• Apply a structured methodology and lead change management activities
• Stakeholder management
• Feed projects into larger programmes of work ensuring alignment of timelines and deliverables
• Facilitate dependency management/risk management/impediment removal for the defined deliverables
• Support the design, development, delivery and management of internal and external communications
• Provide input, document requirements and support the design and delivery of training programs