Queen Square Recruitment
Senior Project Manager
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Senior Project Manager (CX Transformation)
6 Month Contract ASAP Start £500 per day (Inside IR35) Hybrid Working | 1 Day Per Week Onsite in Windsor
We are seeking an experienced Senior Project Manager to lead a major Customer Experience (CX) Transformation Programme for a leading organisation. This role is ideal for someone with a proven track record of delivering large-scale customer service and contact centre transformation initiatives, with the ability to operate effectively in a fast-paced and evolving environment.
This is an exciting opportunity to drive the transformation of customer interactions, helping shape the future of omni-channel customer service and digital engagement.
The Opportunity
As Senior Project Manager, you will take ownership of end-to-end CX transformation projects within a wider Customer Service Transformation programme. Reporting into the Programme Director, you will be responsible for project governance, business case development, stakeholder engagement, budgeting, and successful delivery across multiple business and technology teams.
A key focus of this role will be supporting a major transformation programme moving customers from omni-channel interactions towards enhanced chat and digital service experiences.
Key Responsibilities
- Lead and deliver complex Customer Experience and Customer Service transformation projects from initiation through to implementation.
- Define project scope, objectives, plans, milestones, and dependencies, particularly where requirements are initially unclear or evolving.
- Establish and maintain effective project governance, reporting structures, and RAID management processes.
- Prepare and present business cases, status updates, and recommendations to programme boards and senior leadership forums.
- Manage project budgets, forecasting, approvals, cost tracking, and benefits realisation activities.
- Drive stakeholder engagement across Business, Product, Design, Technology, and Operational teams.
- Facilitate decision-making, resolve risks and issues, and maintain delivery momentum across multiple workstreams.
- Develop and maintain implementation roadmaps aligned to strategic business objectives.
- Lead delivery within the Customer Service Transformation environment, ensuring successful outcomes and business value realisation.
- Support workshops, steering committees, and face-to-face meetings where required.
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Essential Experience
- 15+ years' Project or Programme Management experience delivering complex business and technology change initiatives.
- Demonstrable experience leading Customer Experience (CX) and Customer Service transformation programmes.
- Strong understanding of customer journeys, contact centre operations, and channel transformation initiatives.
- Experience delivering omni-channel transformation programmes and customer engagement solutions.
- Exposure to Agentic AI, chatbots, virtual agents, and IVR/telephony technologies.
- Exceptional project planning, governance, and delivery management skills.
- Strong stakeholder management experience, with the ability to engage and influence at senior leadership level.
- Ability to translate business requirements into structured delivery plans and functional outcomes.
- Excellent communication, presentation, and reporting skills.
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Desirable Experience
- Experience building and presenting business cases including cost-benefit analysis and value propositions.
- Strong financial governance expertise, including budget management, forecasting, and benefits tracking.
- Experience delivering projects in ambiguous environments with evolving requirements.
- Confidence facilitating executive workshops, steering committees, and decision-making forums.
- Previous experience delivering chat transformation or omni-channel customer service programmes.
If you're a seasoned Project Manager with extensive CX transformation experience and are available to start at short notice, we'd love to hear from you.
Apply now to be considered for this exciting contract opportunity.
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