Lead the end-to-end delivery of Capita’s Citizen Contact Transformation Programme, introducing new operational, digital, and service capabilities
Job Summary
Lead the end-to-end delivery of Capita’s Citizen Contact Transformation Programme, introducing new operational, digital, and service capabilities.
Responsible for setting up and delivering complex transformation programmes at pace, across multiple workstreams, and in close partnership with senior leaders, clients, and external partners.
This is a rare opportunity to lead a major transformation programme at Capita, shaping the future of contact centre and back office operations and driving measurable outcomes.
Matching Summary
Lead the end-to-end delivery of Capita’s Citizen Contact Transformation Programme, introducing new operational, digital, and service capabilities.
Skills & Requirements
Must-have
End-to-end programme delivery
Contact centre transformation
Back office transformation
Large-scale complex programmes
Cross-functional team leadership
Senior stakeholder engagement
Nice-to-have
Pace and agility in delivery
Collaborative delivery culture
Succession planning
Capability uplift
Key Requirements
Significant Programme Director experience
Proven contact centre and back office transformation
Experience managing large budgets
Strong governance, risk management, and decision-making