Project Manager – Customer Experience (CX) – Digital

Project Manager – Customer Experience (CX) & Digital

INSIDE IR35

Duration: 6 – 9 months

Location: Bradford / Leeds (Hybrid – minimum 1 day per week onsite, plus additional travel as required)

A key client of ours is seeking an experienced Project Manager to deliver a Customer Experience (CX) Programme spanning Digital & Data, People, and Service & Communications, focused on improving end‑to‑end customer journeys.

Experience delivering Customer Experience (CX) and or Digital programmes is essential.

The programme includes significant initiatives such as:

• Enhancing digital customer journeys (web optimisation, WhatsApp, customer data capture, journey dashboards)
• Improving customer communications and service interactions, including incident communications and journey‑based messaging
• Enabling employees through service excellence training, vulnerability frameworks, and behavioural insight capability

Responsibilities:

• Translate initiatives into coordinated, deliverable plans
• Ensure alignment across workstreams so that digital, people, and service changes land cohesively for customers
• Manage dependencies between customer journey improvements and enabling activity
• Support governance forums with clear progress, risk, and benefit tracking

Skills & Experience:

• Strong project management experience delivering customer experience and digital journey improvements
• Proven ability to manage delivery across System, Data, People, and Service & Communications initiatives
• Experience translating customer insight into actionable delivery plans and measurable outcomes
• Demonstrated delivery of improvements to customer channels (web, messaging, contact handling, human assisted journey visibility) all leading to improved customer outcomes
• Experience leading the deployment of AI solutions within operational environments, aligning technology, people, and process to drive scalable adoption and measurable business impact
• Ability to align people capability (training, service excellence, vulnerability support) with service and digital change
• Led stakeholder engagement across operational, service, and executive leadership layers, shaping a clear narrative that connected day‑to‑day delivery with strategic intent
• Experience managing dependencies and risks between technology, customer communications, and frontline delivery
• Robust governance, reporting, and RAID management experience within structured programme environments

Delivery Outcomes:

• Deliver coordinated plans across key CX workstreams including:
  • Digital journeys (web optimisation, WhatsApp, customer data capture, journey dashboards, digital adoption and channel shift)
  • Service & communications improvements (incident communications, journey‑based messaging, contact experience and systems)
  • People initiatives (service excellence, behavioural insights, vulnerability capability)
• Ensure these initiatives are delivered in a joined‑up way, improving end‑to‑end customer journeys rather than isolated changes
• Embed clear tracking of customer journey performance and progress against improvement outcomes
• Manage and align dependencies so that:
  • Digital changes are supported by appropriate internal and external communications
  • Service teams are enabled and ready to adopt changes
  • Provide clear, consistent reporting into CX governance on progress, risks, and benefits
• Support delivery of measurable improvements in customer experience, including:
  • Improved MEX performance (Customer and Business measures), driven by enhanced first‑time resolution
  • Easier access to services
  • Improved communication clarity and timeliness
  • Better frontline handling of customer needs

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