Programme Manager – Business Transformation
This is an exciting opportunity to join Ryanair, Europe's Largest Airline Group, as we embark on a significant growth journey with the aim of increasing our fleet to over 800 aircraft and welcoming up to 300 million guests per year within the next decade.
The successful candidate will report directly to the Head of Transformation and lead a team of system experts and business analysts to design and deliver cutting-edge automation solutions that support the Customer Service (CS) function in its ability to scale to meet the demands of up to 300 million customers annually. Leveraging best-in-class technology and generative AI, the focus will be on delivering more self-service tools and fully automated workflows.
Key Responsibilities:
* Project management and tracking of all activities currently performed by the transformation and digital design team.
* Systems design and innovation, systems optimisation, MIS/BI reporting and business insight, automation of every CS task, and implementation of a new intelligent telephony platform that leverages AI to reduce dependency on contact centre agents.
* Collaboration with the Labs and Digital team to design and implement a product development roadmap that includes internal processes and external demand for customer support.
* Hiring and developing the right level of competence to ensure the team continues to push best-in-class technology solutions.
* Working with innovative partners to deliver agile outcomes that meet the company's expectations from a cost and functionality perspective.
* Providing leadership with a relentless focus on performance expectations and meeting aggressive deadlines.
* Collaboration with colleagues across the business to understand needs and demands from other functions that may benefit from the CS Operational Transformations capabilities.
Requirements:
* 3+ Years of experience in leading operations/business transformation.
* Good understanding of how to develop a business case.
* Experience leading multi-discipline teams with diverse responsibilities.
* Proven track record in project management and delivery.
* Excellent leadership skills, including initiative and courage to challenge the status quo and remove barriers to change.
Benefits:
* Competitive salary.
* Discounted and unlimited travel to over 230 destinations.
* Defined Contribution Pension Scheme.
* Death in Service Benefit – Up to 2 times annual basic salary.
* 20 Days Annual Leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service.
* Option for up to 5 additional unpaid leave days per year.
* Cycle 2 Work Scheme.
* Unrivalled career progression.
Competencies:
* Adaptability/Flexibility.
* Job Knowledge.
* Managing Technology.
* Managing for Results.