CX Project Manager - 12 months FTC

About us

DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. We play a central role in the value chain across sectors including e-commerce, and we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society – replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions.

Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people.

About the role 

DS Smith is seeking to be a leader in Customer Experience. Our aim is simple – to become our customers` partner of choice by enhancing their experience and gaining their loyalty. An essential part of our growth plan, this ambitious CX transformation agenda has several programmes that will be delivered over the next 5+ years.

We are currently looking for a CX Project Manager to drive the delivery of key CX transformation workstreams, seeking to build an even more customer-centric business and to help the company continually achieve greater customer satisfaction and in turn increased efficiency and profitability.

You will work closely with the CX Programme Delivery Lead, the Head of Customer Experience and senior functional regional, local, and global leaders.

Your remit will include but not limited to:

• Project Planning - define the project in an exact, concrete and concise way, identify outputs and outcomes to be delivered; keep the project plan up to date, define and implement the governance framework

• Manage the project, ensuring its efficient design and execution, and proactively monitor its overall progress, identifying emerging issues and managing and resolving risks

• Work with the Delivery Lead or Programme Manager in conjunction with the SMEs to develop the Business Case, and ensure the appropriate benefits realisation strategy is in place to monitor the delivery of benefits against the Business Case

• Responsible for the allocation and use of resource in the project, managing the performance of the project team and promoting a culture of collaborative working

• Manage budget on behalf of the sponsor, monitoring the costs against the delivered and realised benefits as the project progresses

• Lead Communications: status, progress and challenges of the project and ensure on-going follow up with the project stakeholders and steering committee

• Adopt a change management approach to ensure the benefits realisation of the project

• Collaborate with the Project Sponsor to achieve clear outcomes/deliverables in line with the project agenda.

About you

• Educated to a degree level in a Business/Technical discipline, or equivalent experience

• Excellent knowledge of project management approaches such as PRINCE 2, agile delivery techniques and building collaborative teams

• Ability to interpret and collaborate with others to work backwards from the end-user experience to shape the services, processes and technology required

• Good knowledge of techniques for planning, monitoring, and controlling programmes

• A data-driven mindset and an aptitude for technology – how technology will impact influence customer experience bother internally within DS Smith or externally for our customers

• Strong Customer / Commercial and/or product management experience, ideally in B2B manufacturing  

• Excellent leadership, communication and stakeholder management skills

• Hands-on experience working and driving change at all levels in an organisation i.e., leading, driving and participating in projects as needed

• Passion for Customer Experience, with the ability to understand business objectives and align CX activities accordingly.

Benefits 

• Competitive salary

• 25 days holiday plus bank holidays 

• Private Medical Insurance

• Car Allowance

• Pension scheme, life assurance and income protection

• Employee Assistance Programme

• Employee Discounts

• Cycle to work scheme

Location: London (Paddington) - hybrid