Senior Project Manager - Customer Experience

Ipsos; London; On-site; GBP 45,000 - 75,000; Full time

Job description

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Job Description

The CX team is passionate about improving processes and has a creative way of constantly challenging the status quo to find smarter ways of working. The team are recruiting an experienced Senior Project Manager whose role is crucial to the success of a large account team in the automotive sector and the wider customer experience team. We are proud that our work not only gives our clients an understanding of their customers, and measures performance, but allows them to respond and deliver great experiences.

Role overview

Dedicated to a large account team in the automotive sector, you will be responsible for managing the project day-to-day delivery. The programme provides the client with continuous data on their most important touchpoints using Medallia.

Working closely with the account team, you will be responsible for overseeing the execution of the programme on Medallia, as well as helping ensure that the project runs efficiently to specification, quality, and budget.

What will I be doing?

You will be responsible for:

1. Overseeing change requests from planning through to delivery on the Medallia platform, leading client contact throughout.
2. Demonstrating platform expertise in end-to-end project management by making strong project recommendations and driving best practice alongside other team members.
3. Working effectively at identifying and pre-empting challenges and problems that might impact the successful execution of a project using a CX platform.
4. Providing excellence in project management and delivery. Accountable, with other team members, for the execution of the work and service provided to the client.
5. Implementing efficiencies and effective ways of working.
6. Using and directing others in the application of project management techniques, tools & best practice.
7. Potentially line managing a junior team member and working with more junior team members on the account.
8. Supporting business growth by preparing costs, and delivering profitable work.
9. Ensuring client satisfaction and representing Ipsos in a professional and ethical manner at all times.

What do I need to bring with me?

1. Quantitative project management experience at SPM level.
2. Experience in working with or delivering experience programmes using CX platforms would be advantageous.
3. You will be technically minded and ideally have some experience in CX. Though this is not vital to the role, experience in working with or delivering Platform-based experience programmes would be advantageous.
4. We are looking for someone who has experience in client-facing full service end-to-end project management roles and continually seeks opportunities to expand own knowledge, and continually drive improvement.
5. Good communication skills, both written and verbal. A communication style that conveys knowledge and confidence. Ability to adapt communication style, and can deliver tough messages when required.
6. Able to demonstrate strong client management experience. Able to bring value to client meetings regarding the practical implementation and execution of projects.
7. Strong organisational skills - demonstrate flexibility, with proven ability to juggle multiple tasks in order to deliver business requirements.
8. Able to work under pressure and meet deadlines.
9. Ability to disseminate complex information.
10. Confidence with managing budgets and finances.
11. Be a positive thinker with a can-do, solution-focused attitude and a good team player.
12. Proficient in using all Microsoft Office applications.
13. Disciplined and focused - able to prioritise to deliver.

What is in it for me?

Ipsos UK offers an attractive basic salary and a rewards package including 25 days annual leave, a pension scheme and a great range of flexible benefits to suit your personal needs. For roles at Research Manager level and above we also offer private healthcare.

In addition to this we have a fantastic Learning & Development offer delivered through a mix of face-to-face, online or on-demand; you can read more by clicking here.
We realise you may have commitments outside of work and will consider flexible working applications - please highlight what you are looking for when you make your application.

Ipsos is committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We also recognise that this is important for our business success - a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients.

About Us

Ipsos is one of the world's largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we're proud to share we've received our Great Place to Work Certification in 2022 & 2023!

About the Team

Customer Experience at Ipsos is All Things Customer. Our mission is to equip our clients with the insights they need to make better decisions about their customer experience investments. We do this through CX research and advisory, cross-channel analytics (digital and physical), and CX performance measurement across the customer journey. We are firm believers in the Insights to Action loop, and we provide our clients with tangible CX recommendations and ROI sizing (our approach is called ROCXI). The result of our work is better strategic and operational decisions that drive customer loyalty, retention, and growth.