Project Management Office

Overview

We are seeking a Project Management Office with a focus on Customer Experience to oversee the planning, execution, and completion of projects aimed at enhancing the customer experience across all touchpoints. The role requires a strategic thinker with a strong understanding of customer needs, project management principles, leadership, and the ability to drive cross-functional teams toward successful project outcomes.

Responsibilities

• Project Planning & Management :
• Develop and manage detailed project plans, timelines, and budgets.
• Define project scope, objectives, and deliverables in alignment with business goals.
• Coordinate with cross-functional teams to ensure project milestones and deliverables are met on time, within budget and successful project execution.
• Identify potential project risks and develop mitigation strategies.
• Organize workshops to support the implementation of new business initiatives, effectively communicating project objectives and benefits to stakeholders.
• Lead, mentor and support project team members to enhance performance and professional growth.
• Relationship Management & Customer Experience Strategy :
• Collaborate with internal teams and maintain positive relationships with clients to align project goals with the overall customer experience strategy.
• Facilitate the onboarding process for new clients, aligning project goals with client expectations.
• Analyze customer feedback and data to identify areas of improvement and implement solutions.
• Ensure that all projects are designed and executed with a customer-centric approach.
• Process Optimization :
• Evaluate and enhance implementation processes to improve efficiency and effectiveness.
• Develop and implement frameworks to enhance business performance and scalability.
• Identify best practices and implement process improvements.
• Encourage innovation and adaptability within the team.
• Stakeholder Management :
• Act as the primary point of contact for stakeholders, providing regular updates on project progress.
• Collaborate with cross-functional teams to embed change initiatives and facilitate communication between departments to align project goals and expectations, to ensure successful project execution.
• Prepare and present project status reports to Senior Management.
• Engage with customers to gather insights and feedback to inform project development.
• Performance Monitoring & Reporting :
• Track project performance against key metrics and deliverables.
• Continuously monitor and assess project progress to proactively resolve challenges.
• Conduct post-project evaluations to identify successes and areas of improvement.
• Recommend and implement process improvements to enhance project efficiency and customer satisfaction.
• Compliance & Quality Assurance :
• Implement quality control measures to uphold project excellence.
• Ensure all projects comply with corporate policies, industry regulations, and quality standards.
• Foster a collaborative and results-driven work environment, ensuring accountability and productivity.

Job Requirements

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