Digital Transformation Programme Manager

Job content

Please see location details at the bottom of the job advert.

These are exciting times at LNER. We have ambitious plans to drive innovation and to transform in the rail industry and next stop on this journey is our Customer Solutions Centre.

That’s where you come in! We’re looking for a Transformation Programme Manager to join us for 12 months to define and own the project governance structure and processes. In this high-profile role, you’ll be tased with the successful implementation of a full channel shift strategy which provides LNER customers with an effortless experience regardless of channel choice.

This is a large-scale programme so we’re looking for someone adept at dealing with large transformation programmes who can lead our team to success.

What else will you be involved in

In this role, you’ll be developing programmes to support LNERs strategic direction and will be creating and managing the long-term goals and aims. You’ll be responsible for maintaining the risk register, mitigating any potential risks and putting in place corrective actions.

Alongside this you’ll also….

• Deliver a programme of work to time, budget and quality with benefits realised in-line with the Business Case
• Manage and lead a team of LNER project managers
• Determine, with criticality rating and contingency, all risks & issues. Resolve or escalate to appropriate forum/stakeholders, as necessary.
• Determine agreed deliverables, processes, quality standards and budgets, ensuring final scope delivers the Digital strategy
• Manage the approval and tracking of all costs associated with the projects within the programme/portfolio and ensure the programme delivers to the agreed cost budgets
• Monitor portfolio progress, resolve obstacles in a timely fashion and raise Change Control requests as necessary.
• Report project progress, milestones, risks, issues, financials to stakeholders on a regular basis
• Manage stakeholder expectations and communications to ensure alignment on Project goals
• Run project cross-pillar meetings (kick-off, on-going and PIR).

Does this sound like the ideal opportunity for you?

Of course, with this being such a key role in the team, there are some ‘must haves’ in terms of what we’re looking for. As a temporary role, we’re looking for someone who has demonstrable experience within a similar role. You’ll also have,

• Experience in managing large scale transformation within a contact centre environment is essential for this role
• Extensive experience of contact channel shift strategies and evidence of driving improvements
• Able to manage the needs of key stakeholders and arriving at consensus and challenge constructively as required
• Experience in change management methodologies and Project Management Methodologies, EFQM, Lean Six Sigma, Prince2
• Experience of contact centre technologies
• Experience in producing business/impact assessment
• Business development and negotiation experience
• Strong people leadership track record
• Able to create simple solutions for complex problems

Our contact centre is based in Gosforth, Newcastle but with offices in London and York. We’re flexible for candidates to be based across the route provided you’re willing to travel to meet business needs

So, if you’re ready for a new challenge and want to be part of the team, what are you waiting for? Click ‘Apply’ now!