CX QA & Governance Specialist (Projects)
Posted Updated
Job Description
Drive the successful execution of CX Transformation Projects by providing PMO leadership and Scrum Master facilitation, ensuring effective governance, delivery excellence, adherence to the CX GTM framework, KPI alignment, and the continuous enhancement of agile delivery practices across squads.
Responsibilities
- Drive consistent CX ways of working through adoption of the CX GTM Framework (CX Checklist, Go/No-Go, CX Approval Forum).
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Track and coordinate CX Transformation Projects to ensure milestones, timelines, and dependencies are effectively managed while supporting the timely, high-quality delivery of initiatives through proactive risk identification and mitigation.
- Maintain and monitor all the initiative roadmap, providing delivery support across relevant phases and streams (Fibre, Network, Tech, Channel, CB, EB).
- Provide reporting and CX Divisional KPI tracking, success measures and ensuring accuracy and timeliness of updates.
- Support Post-Implementation Reviews (PIR) and help track value realization against agreed CX outcomes and KPIs.
- Help facilitate retrospectives and post-mortems to support continuous improvement.
- Provide guidance and support to squads and junior team members on agile practices, CX GTM, and delivery best practices.
- Work closely with business, technology, and operations stakeholders to support cross-functional alignment.
Requirements
- Bachelor's degree in Business, Engineering, Project Management, or related field.
- 4–6 years of experience in PMO, Transformation Projects, agile delivery, or program management roles.
- Good working knowledge of agile, Scrum Master practices, and governance frameworks.
- Experience supporting cross-functional transformation initiatives.
- Good stakeholder management, facilitation, and communication skills.