Manager- CX Program Governance

Role Purpose

Drive program governance and cross-functional delivery for the CX Transformation roadmap by planning, tracking, and unblocking initiatives across departments, ensuring on-time outcomes, clear decisioning, and measurable benefits realisation.

Key Responsibilities

• Own end-to-end governance for the CX Transformation portfolio: maintain the master plan, milestones, dependencies, and critical path across all initiatives.
• Run weekly/fortnightly cross-functional program reviews; publish minutes, action logs, and decision tracker within agreed timelines.
• Translate CX transformation priorities into structured project charters (objective, in-scope/out-of-scope, deliverables, resources)
• Own program communications: stakeholder map, cadence, executive updates, and transformation readouts; ensure a single source of truth for status and decisions.
• Proactively manage risks/issues: assess impact, propose mitigation options, escalate blockers with a recommended path-to-close and required decisions.
• Track budgets and deliverables for CX initiatives; flag variances and support corrective actions.

Key KPIs

• Milestone adherence
• Governance hygiene
• Benefits tracking.
• Stakeholder alignment