Senior Project Manager - Customer Experience

As a Senior Project Manager, you will work as part of the Customer Development Team. You will be responsible for managing customer led projects to drive forward business change that supports the delivery of the Customer Service Strategy, Customer Service Plans and the User Satisfaction KPI. You will support implementation and embed complex changes that your projects deliver and have a key focus on ultimately improving customer experience.

What you'll be leading on

Lead the day-to-day management of projects and customer service standards, including customer contact initiatives, customer journey mapping, and initiatives to improve the accessibility and inclusivity of network and services.
Act as a source of expertise for customer experience; to provide appropriate advice and guidance to National Highways and external stakeholders, to champion the customer and to support the delivery of the Customer Service Strategy.
Engage with stakeholders across National Highways and externally to understand their business needs, to promote and gain commitment to Customer Service standards, policy and solutions, to identify key areas for improvement and to share best practices.
Plan and manage project activities and resources, identifying risks and appropriate mitigation and reporting progress, to ensure delivery of project objectives to time, cost and quality.
Provide guidance and direction to other team members, to support their delivery and development.
Manage external research and consultancy support as appropriate; and evaluate and act on such advice to ensure objectives are achieved.

Extensive experience of working in a customer experience environment with proven customer led delivery with evidence-based solutions.
Experience of the successful delivery of complex projects or change programmes, including the establishment of project governance principles.
Evidence of managing internal and external stakeholder relationships to achieve desired outcomes.
Experience of managing personal wellbeing and supporting colleagues while working to tight deadlines and/or managing multiple projects.
Proven experience of developing evidence-based solutions.

A bit about us

Customer, Strategy and Communications is an exciting place to work. Our directorate plays a critical role in National Highways. We set the course for strategic roads, enabling the company to deliver economic and social benefits through meeting the needs of our customers and clients, as well as our regulatory obligations. We drive and embed the company's Customer Service Strategy and lead the programme for the delivery of our annual Customer Service Plans working to deliver a better all-round experience for our customers and for the communities we serve.

Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We're proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.

So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then you'll be a great fit for our organisation.

An informal blended working approach has been adopted for many of our roles across National Highways. We offer many different ways to work flexibly and we're open to discuss part-time working, job shares, and flexible start and finish times.

Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.

Our benefits package

Our total reward package includes basic salary, the potential for a performance related bonus
Contributory pension scheme with employer contribution of up to 10%
Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
Flexible hours and blended working between base location/home
Life assurance of 4 times annual salary
Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are

Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
Community friendly - offering paid leave to volunteer, 3 days basic/year plus an extra 3 days to support the national Covid effort
If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:

Right to work check
3 year employment history references
DBS criminal record check
Social media and adverse journalism check
Driving licence check (if applicable)
Fit to work questionnaire (for all), followed by a medical check (if applicable)

And finally

We reserve the right to close before the advertisement expires