PMO Lead - Customer Journey

PMO Lead – Customer Journey/Query Management

Location: Glasgow

About the Role

Albany Beck is seeking an experienced PMO Lead to play a pivotal role in supporting the delivery, governance, and oversight of strategic initiatives that enhance an efficient, customer-focused query management process. This consultancy role will focus on ensuring effective programme execution, robust governance, and measurable improvements in speed, efficiency, and quality of query resolution .

Key Responsibilities

• Establish and maintain programme governance, reporting, and delivery frameworks for customer query management initiatives.
• Track and monitor programme progress, risks, issues, dependencies, and key milestones, ensuring timely escalation and resolution.
• Work closely with technology, operations, change, and business teams to coordinate delivery activities and ensure alignment with strategic objectives.
• Produce and maintain high-quality programme documentation, including plans, RAID logs, status reports, and steering committee materials.
• Support resource planning, budget tracking, and delivery assurance across multiple workstreams.
• Champion best-practice project and programme management methodologies to drive successful outcomes and continuous improvement.
• Partner with senior stakeholders to provide transparency, governance, and effective decision-making throughout the programme lifecycle

Skills & Experience Required

• Solid experience in a PMO Lead, Programme Management Office, or Programme Governance role, ideally within financial services or commercial banking.
• Strong understanding of change delivery frameworks, governance processes, and programme controls.
• Proven ability to manage complex programmes involving multiple stakeholders, workstreams, and dependencies.
• Hands-on experience with project management and reporting tools such as Jira, Confluence, MS Project, Clarity, or similar platforms.
• Strong analytical and reporting skills, with the ability to present complex information clearly to senior stakeholders.
• Excellent communication and stakeholder management skills, with the ability to influence and coordinate across diverse teams.
• Experience supporting customer service, operations, or process improvement programmes would be advantageous