Content & Omnichannel Reinvention Lead

Work Model and Travel
Hybrid: 60% in office per month; travel up to 10–20% as needed.

The successful candidate is a tenacious, highly organized program leader with relevant subject matter knowledge in Content and Omnichannel Delivery and experience working in cross-functional teams distributed across multiple locations. They have strong communication skills and the ability to generate and maintain momentum across functional and organisational boundaries, identify, mitigate and manage blockers and scope creep, and ensure benefits are realized, embedded, tracked and reported. The full scope of activities includes program delivery management and coordination across Service reinvention initiatives, ensuring alignment and integration with the wider C&O Portfolio, leading of key program ceremonies, dependency/risk/issue management, stakeholder alignment, and benefits tracking.

Typical Accountabilities:

• Program Planning & Delivery: Own the service reinvention project plans with clear milestones, deliverables, owners, and acceptance criteria; drive day‑to‑day execution, remove impediments, and enforce accountability to target dates and quality standards.
• Governance & Decisioning: Establish cross‑functional governance forums; coordinate sharing and synchronisation of information across C&O Service reinvention initiatives and related business transformation programs (Brand OS, Customer 2030, Future of CRM), prepare concise, decision‑ready materials; drive issue escalation and resolution; enforce scope control and change management.
• Stakeholder Management: Align GCS C&O teams, from leadership team to accountable workstream leads; communicate progress, risks, and trade‑offs with transparency and cadence tailored to executives and working teams.
• Coordination with C&O Portfolio: Provide regular updates into the integrated C&O portfolio management to ensure leadership has the most relevant, up-to-date information.
• Value Realisation: track realization of benefits against targets (e.g. cycle time, right‑first‑time, cost‑to‑serve, throughput, reuse, channel speed); via dashboards; drive corrective actions where benefits lag.
• Risk, Issue, and Dependency Control: Maintain a rigorous RAID framework; proactively identify cross‑workstream dependencies; manage mitigations and recovery plans to protect timelines and benefits.
• Tooling & Reporting: Standardize program tooling and reporting cadence (e.g., work  management, RAID logs, dashboards); ensure single‑source‑of‑truth status and audit‑ready documentation.
• Vendor/Partner Coordination: Orchestrate deliverables across external agencies and technology partners; ensure contract commitments align to the reinvention plan and outcomes.

Minimum Qualifications

• Education: Bachelor’s degree in business, Health or Science required
• Experience: 8+ years in program management within complex, global, matrixed organizations, with demonstrable delivery of multi‑workstream transformations using various delivery methodologies, particularly agile and scrum.
• Program Delivery Expertise: Proven ability to build integrated plans, run governance forums and processes, manage RAID logs, and hold contributors accountable without direct authority; track record of hitting ambitious timelines.
• Stakeholder Influence: Exceptional communication and negotiation skills; able to push back constructively on delays or scope creep and secure timely decisions from senior stakeholders.
• Methods & Tools: Proficiency with project / program management practices (stage‑gating, benefits management, dependency mapping) and tools like Jira. Working knowledge of workflow/process documentation and RACI design; familiarity with marketing automation and campaign workflows (e.g., Salesforce Marketing Cloud) and how they intersect with content and web delivery.
• Analytical & Results Orientation: Data‑driven mindset with experience defining KPIs, building dashboards, and using metrics to drive action.
• Personal Attributes: Tenacious, organized, and resilient leader; anticipates risks, simplifies complexity, and sustains momentum across distributed teams.

Preferred Qualifications

• Project /program certifications (e.g., PMP, PgMP, MSP, SAFe/SPC) and Lean/Agile delivery experience.
• Exposure to regulated or highly governed environments and familiarity with MLR, data privacy, and quality controls.
• Experience coordinating internal teams with external agencies, system integrators, and offshore hubs.

Date Posted

Closing Date

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.