Delivery Manager (CX/Customer Journey)

Job Type:
Digital Workspace
Job reference:
18 days ago

Delivery Manager - CX / Customer Journey

Experis are currently recruiting for a Delivery Manager for a central government department who will act as Business Manager/Product Owner on allocated projects including delivering new capability, channel shift, paper reduction and customer experience improvements. The successful contractor will take projects from idea generation and business case, through delivery, and to own and manage benefits realisation for any delivered projects.


  • Own business decisions and outcomes for assigned projects and initiatives
  • Accountable for taking projects through relevant stages from change initiation to delivery and realisation using waterfall and/or agile methodology
  • Provide updates to senior management team on project risks and mitigations that may impact the customer experience/service or delivery timescales
  • Influencing decisions on project delivery by representing projects and team at relevant committees and decision-making forums
  • Unblocking problems to ensure pace/momentum of projects is maintained
  • Challenging and ensuring solutions add value to customer service/experience, and adhere to CX principles
  • Influencing senior stakeholders for key decisions as project champion
  • Responsible for developing and delivering business cases for funded projects
  • Responsible for compiling business requirements for relevant projects to ensure business and customer outcomes
  • Owning and managing benefits and their realisation for owned projects
  • Using insight (internal, external and customer) to inform team backlog, project definition, solution design and benefits realisation
  • Building strong relationships with project teams, and with key stakeholders and colleagues within the department, partners and third party suppliers
  • Assuring that processes are digital first and not introducing paper based channel deflections
  • Monitoring customer experience, including key risk areas, to improve customer experience and ensure delivery of a quality service.

Essential experience

  • Experience of project delivery as a Business Manager or Product Owner - including completion of business cases
  • Knowledge of agile and waterfall working practices
  • A proven track record of delivering change
  • Confident decision-maker, able to challenge and make customer orientated decisions
  • Demonstrable experience of working collaboratively with internal and external colleagues

Essential skills

  • Strong influencing skills and experience of managing multiple stakeholders with competing drivers
  • Excellent communication skills with an ability to articulate analysis and ideas through clear and coherent verbal/written presentations
  • Passionate about the customer, anticipating and identifying customer needs and responding appropriately to improve their experience within a changing environment
  • Has curiosity and explores better ways of doing things
  • A proven self-starter mentality, with an enthusiastic and energetic approach to their work

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