CX Programme Manager

Job content

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at Openreach, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at Openreach. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About This Role

Calling out all Programme or Project Managers, with innovation and customer experience!

Introducing ContactEngine – a third-party customer contact platform which uses artificial intelligence to create human-like, interactive conversations with end customers and as a result drive high response rates, high engagement, and low levels of manual fallout.

You’ll be responsible for the delivery of projects which are owned by the Industry Service Optimisation team, including primarily the highly successful engagement with ContactEngine. This new platform has transformed how we keep end customers updated with their Openreach provision or fault, resulting in delivering significant reductions in on the day failure and taking significant step towards transforming end customer experience.

Being part of this team means you’ll be at the heart of ensuring that our Communication Providers (CPs) and end customers have a brilliant experience when dealing with Openreach, so if you think you’d be a good match, keep scrolling and find out more about the role.

You’ll Have The Following Responsibilities

• Managing the delivery of multi-million-pound transformation programmes that deliver significant efficiencies and customer experience benefits
• Accountable for the successful delivery of the projects that form part of the programme, from design through build, deployment and handover into sustain with the change being considered as BAU, including their alignment to Openreach strategy, objectives, and scorecard
• Identifying opportunities to improving existing in life journeys; building and delivering plans to realise these improvements
• Responsible for assuring delivery across a matrix team, including a wide range of operational teams, third party suppliers and partners, CTIO/TSO etc, Finance, HR as well as with our Communication Provider customers. This includes regular engagement and influencing at senior manager and director level
• Responsible for managing programme risk and impact to operational performance and ensuring change is successfully delivered
• ’Tell the story’ to a wide variety of stakeholders on the programme and projects, ensuring buy in and readiness so that changes can be delivered effectively
• Ensure the benefits of change are clearly understoood and where appropriate tracked, whether in terms of metric performance or efficiency or CP benefit. Understand the right way to frame benefits for different audiences, in particular for the wide range of CPs we look after
• Ensuring processes are documented and clear change control is added throughout trial and BAU delivery
• Responsible for gating sign off at the appropriate change boards
  

You’ll Have The Following Skills & Experience

• Programme/Project Management experience
• Customer Journey Management experience
• Commercial and financial acumen
• Stakeholder management experience
• Experience of working with CPs and the wider telecoms industry
• Good communication and presenting skills, with the ability to “tell a story” through data
• Expert knowledge of MS Excel
• Working experience with Agile
  

Benefits

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed.

About Openreach

Openreach Limited runs the nation’s digital network. We play a key role in British society, helping homes, schools, hospitals, broadcasters, government, businesses and more connect to the world.

We’re a wholly owned subsidiary of BT Group, and our customers are the 640+ communications providers who sell phone, broadband and Ethernet services to homes and businesses. And we’re on a mission - to make the country’s digital network services faster, better and more affordable.

Our people are experienced, resourceful and innovative, working on vital projects that help support the nation at work, in learning, on the move, at rest, at play, in emergencies and much more.

So if you’d like to be a part of an exciting organisation that’s making a real difference, why not join us today? You can read more here about working at Openreach.

How To Apply

It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes - you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

COVID-19 Notice: We’ve changed our recruitment process so that we can continue to offer exciting opportunities in Openreach. We’ve moved to ‘virtual hiring’ until further notice - which includes video interviews and virtual on-boarding, to make sure that we maintain candidate and employee safety.

Locations: Liverpool, London, Leeds & Birmingham

Job function

Project Management

Main location

UK & Ireland-United Kingdom-Merseyside-Liverpool

Other Locations

UK & Ireland-United Kingdom-West Yorkshire-Leeds, UK & Ireland-United Kingdom-West Midlands-Birmingham, UK & Ireland-United Kingdom-London-London

Schedule

Full-time

Working pattern

Standard

Salary

Up To £60k Depending On Experience Plus Benefits

Closing date

Aug 25, 2021, 5:59:00 PM