What You Will DoLead the end-to-end delivery of strategic transformation and technology programmes across the Customer Contact Centre, ensuring robust governance, clear delivery plans, milestones, risks and benefit realisation. Partner with Technology, Customer Experience, Operations and third-party suppliers to deliver new systems, automation, AI-enabled tools and digital capabilities that improve service performance. Manage programme governance, dependencies, risks and issues, proactively identifying and resolving barriers whilst maintaining pace, alignment and delivery focus. Use customer feedback, operational insight and performance data to measure outcomes, identify improvement opportunities and ensure transformation benefits are sustainable and measurable. Who You Will BeA strategic transformation leader with experience delivering complex technology, digital or operational change programmes within customer-focused environments. A confident communicator who can translate complex technical detail, data and challenges into clear recommendations and actions for senior stakeholders. Highly organised, resilient and comfortable operating at pace in evolving and ambiguous environments where priorities can shift quickly. What You Will BringProven experience leading complex transformation, technology or digital change programmes within customer service, contact centre, retail or operational environments. Strong programme management expertise, including governance, planning, dependency management, risk management, reporting and benefit realisation. Good understanding of contact centre operations, customer journeys, service performance measures and the role technology plays in improving customer and colleague experiences. Strong analytical, stakeholder management and influencing skills, with the ability to use data and insight to inform decisions, drive continuous improvement and build alignment. Experience leading business readiness and change management activity, ensuring successful adoption and long-term sustainability of transformation outcomes. 20% colleague discount across all M&S products and many of our third‐party brands for you and a member of your household. Competitive holiday entitlement with the potential to buy extra holiday days. Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business. A generous Defined Contribution Pension Scheme and Life Assurance. A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills. Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing. Industry‐leading parental, adoption and neonatal policies, providing support and flexibility for your family. Access to a fantastic range of wellbeing support for all colleagues, including our 24/7 Virtual GP and PAM Assist for you and your family. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Programmamanager/MT-lid employer: Marks & Spencer
Joining M&S as a Senior Technical Program Manager means becoming part of a vibrant and inclusive team dedicated to delivering exceptional customer experiences. With competitive benefits like a generous pension scheme, extensive training programmes, and a strong focus on employee wellbeing, M&S fosters a culture of growth and collaboration. Located in a dynamic environment, you'll have the opportunity to lead transformative projects while enjoying a supportive work-life balance and the chance to make a meaningful impact.
