Programme Manager

Programme Manager

Location: Midlands/London - Flexible (must be able to travel to the Midlands)

Sector: Regulated Industry

Type: Full-time, 12 month fixed term contract

Salary: £90,000 - 100,000 per annum

**Please note if you do not have recent or substantial experience within a regulated organisation or experience in customer experience transformation or contact centres we will not be able to consider you for this opportunity**

We are currently working with a leading Insurance provider, who over the past few years, have invested heavily in technology. Their focus has now shifted to how do maximise the return on this investment and bring together the people, processes, and technology to deliver the best possible customer experience.

This Programme Manager role will drive the improvement of their customer journey and positively improve their customer complaints processes to deliver a service that's seamless.

Responsibilities

• Own and drive delivery of the Customer Journey & Experience Improvement Programme across multiple workstreams.
• Maintain a clear roadmap, milestones, and governance structure to keep the programme on track.
• Analyse and report on key service metrics (complaints volumes, NPS, first-time resolution, etc.).
• Act as the central point of coordination across front line contact centres, back-office teams, outsourced partners, and suppliers.
• Run workshops and forums with operational teams to uncover challenges and co-design improvements.
• Define and embed roles, responsibilities, and processes for managing customer complaints and escalations.
• Improve logging accuracy, triage processes, and supplier management practices.
• Shape and deliver proactive interventions that prevent customer issues before they escalate.
• Spend time in contact centres to observe, challenge, and align processes.
• Provide clear, concise updates to senior stakeholders - including the Programme Sponsor - while keeping frontline teams engaged.
• Champion a customer-first culture, celebrating progress and embedding continuous improvement.

Candidate Profile

• Someone who can operate at both the strategic and operational level
• Experienced in regulated environments - ideally Insurance, Financial Services, Utilities, or Telco
• Knowledgeable in contact centre operating models and customer service operations
• Skilled at leading large-scale, multi-workstream programmes that deliver measurable improvements in CX
• A strong communicator who can build trust and command respect from the boardroom to the frontline
• Proactive, structured, and diligent - but also approachable and personable

If this sounds like you then please do submit your CV today as the client will look to interview for this as soon as possible.