Senior Project Manager - Customer Experience

Customer Experience Senior Project Manager required by our public sector client in Edinburgh.

Public sector client have a requirement for a Senior Project Manager with significant knowledge of Customer Experience projects.

Role description:
1. Lead the Programmes customer experience cross cutting delivery stream, developing and maintaining links to all elements of the Programme.
2. Engage on, develop and implement approaches to ensure a seamless customer experience across the services being delivered through the Programme, consistent with the Target operating Model.
3. Ensure that sufficient methodology and baseline information supports the Programme for each release on the root cause analysis of customer issues to inform and stretch process improvement.
4. Lead the development of a customer support function to support the front line delivery of a customer centric service and achieve the Programme strategic goals and targets for online take up.
5. Procure and implement design thinking approaches to test ideas and ensure customer experience underpins process improvement and delivery. This includes the investigation, definition and delivery of new and improved initiatives to ensure the programme is grounded in customer experience.