Technical Programme Manager

This role can provide a hybrid working set up but the first month in the role will be heavily office based

A Technical Programme Manager with experience of process mapping and ideally experience within telecoms, utilities or high service environments is required to work on a 3 month contract basis in Bath

As the Technical Programme Manager, you will rapidly assess, map and optimise end-to-end customer journeys and operational processes within the contact centre environment, identifying practical, opportunities to reduce cost to serve and improve customer outcomes (e.g. CSAT, NPS, first contact resolution).

This is a hands-on delivery role focused on diagnosing inefficiencies, simplifying processes, and designing improvements that can be implemented at pace.

Map end-to-end customer journeys (sales, provisioning, fault, billing, retention)

Document front-office and back-office processes, including systems, handoffs, and dependencies. Identify:

• Rework loops and duplication
• Escalation triggers
• Process variation across teams/sites

Build clear, structured artefacts (process maps, swim-lanes, customer journey maps)

As the Technical Programme Manager, you will analyse operational performance data to understand:

• Contact drivers and volumes
• Repeat contact rates

• System limitations
• Poor quality inputs from upstream processes
• Training / capability gaps

As the Technical Programme Manager, you will assess customer journeys from a customer perspective (outside-in view)

Identify friction points impacting:

• Resolution time
• Satisfaction (CSAT / NPS)

• Reduce customer effort
• Improve clarity, speed and outcomes
• Minimise need for repeat contact

As the Technical Programme Manager, you will deliver a prioritised backlog of initiatives to:

• Simplify processes
• Improve automation and self-service

• Process simplification
• Automation opportunities
• Script / knowledge optimisation
• Better triage and routing logic
• Upstream fixes to prevent contact

• Full set of current-state process maps and customer journeys
• Clear pain-point and root-cause analysis
• Prioritised improvement roadmap
• Defined business cases / benefit sizing
• Practical implementation plan (quick wins vs strategic changes)

• Highly data-led and evidence-based decision making
• Focus on incremental, measurable improvements (not theoretical redesigns)
• Comfortable operating in ambiguous, fast-moving environments
• Strong bias for action and delivery within the contract period
• Proven experience in contact centre transformation / optimisation
• As the Technical Programme Manager, you will have strong expertise in Process mapping and Customer journey mapping
• Experience reducing Cost to serve and Contact volumes / failure demand
• As the Technical Programme Manager, you will have strong analytical capability (comfortable working with operational data)
• Experience working in telecoms, utilities, or high-volume service environments
• Excellent stakeholder engagement and facilitation skills