Programme Manager - CRM and Voice AI

Programme Manager - CRM and Voice AI

• Rate: £500 per day
• Contract: Outside IR35
• Location: Hybrid - 1 to 2 days per week onsite in Thurrock

Overview

We are seeking an experienced Programme Manager to lead a transformative, technology-driven change programme, focusing on Voice Automation and CRM system delivery. This role requires a strategic leader with a strong background in digital transformation, automation, and efficiency-driven programmes.

Key Responsibilities

• Develop and execute a detailed programme plan to deliver benefits outlined in the Contact Management and Digital business case.
• Use findings from the Contact Management and Digital discovery workstream to inform the wider Customer Experience Business Case, working with stakeholders to define scope, rollout plan, and financial modelling.
• Lead a programme to streamline and automate end-to-end processes, ensuring seamless customer interactions and efficient service delivery.
• Work collaboratively with senior stakeholders, including Programme Director, SRO, and Sponsor, to align programme objectives with business goals.
• Manage key work packages, ensuring stakeholder engagement and alignment across the programme.
• Drive a culture of continuous improvement, supporting services with programme management and identifying opportunities for digital transformation.
• Oversee effective communication, engagement, training, and organisational development activities to support programme milestones.
• Ensure strong financial programme management, aligning investment with anticipated savings.
• Provide expertise on leading CRM and Voice AI solutions, ensuring smooth procurement, delivery, UAT, and integration with existing systems.
• Leverage corporate data and process insights to drive efficiency and challenge traditional ways of working.
• Manage business analysts and customer journey teams to enhance local government services through digital innovation.
• Deliver an integrated change plan across all projects in scope, ensuring measurable benefits across various services (eg, social care, place, corporate services).

Key Requirements

• Proven track record in leading digital transformation programmes, particularly in CRM and Voice AI implementation.
• Experience in managing large-scale CRM procurement and delivery, including UAT and system integration.
• Strong expertise in financial programme management and benefits realisation.
• Extensive background in local government service transformation
• Ability to build credibility and engagement across multi-disciplinary teams.
• Agile-qualified with experience in managing large-scale change initiatives.
• Ability to work on-site weekly as required.

This is an excellent opportunity for a strategic programme leader with the expertise to drive meaningful change through CRM and Voice AI implementation.