Gazelle Global
Senior Project Manager
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The Role
Lead end-to-end Customer Service/Customer Experience (CX) transformation projects within the Customer Service Transformation programme, owning project governance, business case submissions, approvals, and delivery outcomes across multiple stakeholders (Business, Product, Design, and Technology).
Your Responsibilities
- Manage and drive CX projects in the Customer Service Transformation area where requirements may be unclear at initiation; actively shape scope and secure clarity while maintaining delivery momentum.
- Operate within the Program Director’s organisation structure; lead work in the Redistribute space (Omni-channel to Chat transformation).
- Prepare and present business cases and project updates to programme/board-level forums; obtain decisions and steer actions to closure.
- Own project governance: delivery approach, reporting cadence, RAID (risks, assumptions, issues, dependencies) management and escalation paths.
- Lead budgeting, cost tracking, and budget approval processes; ensure benefits/value alignment to business goals.
- Define and maintain the implementation roadmap, plans, milestones, and dependencies end-to-end.
- Adopt appropriate delegation and use of project assurance roles within agreed reporting structures.
- Drive efficient stakeholder management across Business, Product, Design, Technology, and operations; align priorities and resolve conflicts.
- Support face-to-face meetings where required and work standard UK office hours (9am–5pm, Mon–Fri).
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Essential Skills/Knowledge/Experience
- 15+ years of relevant Project/Programme Management experience with demonstrable delivery of CX programmes.
- Strong domain experience in Customer Service/Customer Experience, including CX journeys and contact-centre/channel transformation.
- Exposure to Agentic AI use-cases in service, chatbots/virtual agents, and IVR/telephony concepts.
- Strong end-to-end project planning and monitoring, with ability to manage delivery at pace across multiple workstreams.
- Ability to translate business requirements into clear functional specifications and guide technical delivery.
- Excellent stakeholder management and influencing skills across senior and delivery stakeholders.
- Clear, crisp verbal and written communication; strong presentation and articulation skills for recommendations and project updates.
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Desirable Skills/Knowledge/Experience
- Experience building and socialising business cases (cost/benefit, value narrative) for programme boards.
- Strong financial governance experience (budget approvals, forecasting, benefits tracking).
- Experience running delivery in ambiguous environments (lean requirements, evolving scope) using pragmatic governance.
- Comfortable facilitating senior stakeholder workshops and decision forums.
- Experience with omni-channel platforms and chat transformation programmes.
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