A public-sector organisation is standardising how it creates and maintains customer records across its business units to enable Customer 360, AI use cases and improved cross-selling. This Program Manager role focuses on delivering a single, governed customer creation and onboarding process, combining data governance practice with practical IT project experience and active stakeholder management across business and IT stakeholders.
The mission
The programme aims to harmonise customer definitions and clean existing customer data so the organisation has one reliable customer view. Work covers process design for customer creation, validation and onboarding, a governance model with clear roles and KPIs, and coordination of technical implementations including Salesforce and other source systems. The outcome drives measurable improvements in data quality and creates a stable foundation for initiatives such as Customer 360 and machine learning pilots.
In day-to-day delivery you will manage the end-to-end implementation of the standardised customer process and governance. You will translate governance and process requirements into implementation tasks, coordinate developers and system integrators, and ensure alignment between business product owners and IT teams. The role includes running workshops, tracking KPIs for data quality and onboarding time, and supporting change and adoption activities so teams adopt the new process across business units.
Your responsibilities
- Lead the end-to-end delivery of a standardised customer creation and onboarding process, ensuring the solution meets governance and operational requirements
- Define and operationalise a data governance model, including roles, responsibilities and KPIs that measure data quality and onboarding performance
- Coordinate implementation activities across Salesforce and other involved systems, translating business rules into actionable IT project plans
- Drive stakeholder management through regular workshops, steering committees and clear decision logs to keep business and IT aligned
- Monitor and report on data quality improvements and process adoption, recommending corrective actions when needed
- Support change management and training activities to embed the new customer process across business units
Your profile
Essential skills
- Proven experience in data governance and applying governance frameworks to operational processes
- Demonstrable IT project experience, translating business requirements into implementation plans and working with technical teams
- Strong stakeholder management skills, able to facilitate workshops and manage governance forums to drive decisions
- Practical understanding of customer data challenges, including harmonisation, deduplication and onboarding workflows
- Comfortable working in a cross-functional environment and supporting adoption through training and governance