Technical Programme Manager

Technical Programme Manager

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Initial 3 Month Contract

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Bath – hybrid set up

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Outside IR35

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

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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

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The Role

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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).

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

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Key Responsibilities

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Process Mapping & Current-State Assessment

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

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

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• Failure demand drivers
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• Rework loops and duplication
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• Escalation triggers
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• Process variation across teams/sites
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Build clear, structured artefacts (process maps, swim-lanes, customer journey maps)

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Cost-to-Serve & Performance Analysis

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

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• Cost per contact / cost per resolution
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• Contact drivers and volumes
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• Average handling time (AHT)
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• First contact resolution (FCR)
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• Repeat contact rates
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Identify key cost drivers including:

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• Inefficient workflows
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• System limitations
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• Poor quality inputs from upstream processes
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• Training / capability gaps
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Customer Experience & Outcome Improvement

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

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Identify friction points impacting:

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• Customer effort
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• Resolution time
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• Satisfaction (CSAT / NPS)
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Define improvements that:

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• Reduce customer effort
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• Improve clarity, speed and outcomes
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• Minimise need for repeat contact
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Opportunity Identification & Solution Delivery

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

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• Reduce cost per contact
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• Deflect avoidable demand
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• Simplify processes
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• Improve automation and self-service
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Quantify benefits (financial and customer impact) and propose pragmatic solutions, for example:

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• Process simplification
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• Automation opportunities
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• Script / knowledge optimisation
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• Better triage and routing logic
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• Upstream fixes to prevent contact
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Delivery Outputs (End of Contract)

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

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• Highly data-led and evidence-based decision making
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• Focus on incremental, measurable improvements (not theoretical redesigns)
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• Comfortable operating in ambiguous, fast-moving environments
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• Strong bias for action and delivery within the contract period
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Essential Skills & Experience

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• Proven experience in contact centre transformation / optimisation
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• As the Technical Programme Manager, you will have strong expertise in Process mapping and Customer journey mapping
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• Experience reducing Cost to serve and Contact volumes / failure demand
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• As the Technical Programme Manager, you will have strong analytical capability (comfortable working with operational data)
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• Experience working in telecoms, utilities, or high-volume service environments
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• Excellent stakeholder engagement and facilitation skills
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