Digital Transformation Programme Manager

We are seeking an experienced Digital Transformation Programme Manager to lead a portfolio of strategic customer transformation initiatives within our Premier Banking division. This is a high-profile leadership role responsible for delivering complex digital programmes that enhance customer experience, deepen engagement, and drive commercial growth across key customer platforms including eCommerce, CRM, Loyalty, Customer Engagement, and Digital Channels. Working with senior stakeholders across Technology, Product, Operations, Marketing, and Customer Experience, you will define and deliver transformational change that creates measurable value for both customers and the business., As Digital Transformation Programme Manager, you will be responsible for leading multiple workstreams across a large-scale transformation portfolio, ensuring successful delivery from strategy through to implementation and benefits realisation. You will:

• Lead the end-to-end delivery of strategic digital transformation programmes.
• Drive initiatives across eCommerce, CRM, customer engagement, loyalty and rewards platforms.
• Manage programme scope, governance, budget, risks, dependencies and reporting.
• Partner with senior business and technology leaders to align transformation initiatives with business objectives.
• Build and lead cross-functional delivery teams including Product, Technology, UX, Data, Operations and Change Management.
• Ensure programmes deliver tangible customer, operational and commercial outcomes.
• Champion Agile and hybrid delivery methodologies across complex change initiatives.
• Track and report programme performance, milestones and benefits realisation to executive stakeholders.
• Manage third-party vendors and strategic technology partners where appropriate.

• Proven experience delivering large-scale digital transformation programmes within Banking, Financial Services or a highly regulated environment.
• Strong background managing complex portfolios involving customer-facing digital platforms.

• Experience delivering programmes across:

• CRM platforms
• Customer engagement solutions
• Loyalty and rewards programmes
• Digital customer journeys
• eCommerce or digital self-service platforms
• Demonstrable success managing multi-million-pound budgets and programme teams.
• Strong stakeholder management skills with experience engaging at Executive and C-suite level.
• Expertise in programme governance, risk management and benefits tracking.
• Experience working within Agile, Waterfall or hybrid delivery environments.

Desirable

• Experience within Premier, Wealth, Private or Retail Banking.
• Knowledge of Salesforce, Adobe Experience Cloud, Dynamics 365 or similar CRM platforms.
• Understanding of customer data, personalisation and customer analytics.
• Programme Management certifications such as MSP, PRINCE2, PgMP or equivalent.
• Agile certifications including SAFe, Scrum or AgilePM.