Lead the mobilisation, planning, delivery and closure of the Citizen Contact Transformation Programme from end to end
Develop, own and maintain the integrated programme plan, ensuring clear dependencies, timelines, milestones and change control.
Apply appropriate delivery methodologies and ensure smooth transitions through programme gates.
Ensure the programme operates at pace, across multiple workstreams, and in alignment with contractual, commercial and strategic commitments.
Establish and operate strong governance structures aligned to Capita standards and regulatory requirements.
Define, track and report on programme success measures, outcomes and benefits realisation.
Identify, manage and mitigate programme‑level risks and issues, maintaining full ownership of programme risk.
Ensure delivery quality across all workstreams, supporting effective decision‑making and escalation management.
Own programme budgets, financial governance and cost control.
Ensure commercial decisions are aligned to contractual and business objectives.
Track and validate benefits realisation, ensuring measurable value is delivered.
Build and maintain strong relationships with senior internal stakeholders, clients and external partners.
Provide clear, proactive communication on progress, risks and outcomes to senior leadership and executive forums.
Act as the senior point of escalation for programme decisions, ensuring issues are resolved quickly and transparently.
Lead and coordinate cross‑functional teams across Capita and third‑party partners, ensuring capability, capacity and delivery alignment.
Line‑manage and develop direct reports, including succession planning and capability uplift.
Provide visible leadership across all workstreams, fostering a high‑performing, collaborative delivery culture.
Deliver new operational, digital and service capabilities across contact centre and back office environments.
Ensure the programme supports wider transformation goals, including integration into core operational teams.
Leverage deep contact centre experience (a critical requirement highlighted by the hiring manager) to shape effective delivery outcomes.
Requirements
Significant experience in a Programme Director or senior programme leadership role, delivering large-scale, complex transformation programmes.
Proven contact centre and back office transformation experience
Strong track record of leading cross-functional teams and third-party partners.
Demonstrable experience managing large budgets and delivering against commercial and contractual commitments.
Strong governance, risk management, and decision-making capability.
Excellent stakeholder management, communication, and presentation skills, with confidence engaging senior leaders and clients.
Benefits
23 days’ holiday (rising to 27)
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
You’ll get the chance to follow your chosen career path anywhere in Capita.
You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors.
There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.