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Global Customer Service Onboarding Transformation

Woman with Headset

WHAT MADE IT COMPLEX?

  • Large onboarding programme had a reduced delivery timeline. 

  • Scope alignment remained difficult until late in the project. 

  • Delivery required coordination across multiple time zones and international teams. 

  • Programme carried high visibility and required frequent stakeholder communication. 

my responsibility

  • Managed delivery coordination with another project manager and a programme manager. 

  • Coordinated client stakeholders in California, programme leadership in Canada and delivery talent across the UK, Europe, the Middle East and India. 

  • Managed risks, reporting, delivery governance and stakeholder communication. 

  • Maintained focus on quality and schedule despite evolving requirements. 

IMPACT

  • Delivered 132 learning assets on schedule. 

  • Maintained delivery momentum across a global project team of approximately 30 people. 

  • Used programme trackers and risk visibility to support governance and delivery control. 

  • Supported delivery of one of the largest programmes in the business during 2024. 

LESSONS LEARNED

  • Compressed programmes need clear ownership, frequent reporting and visible risk tracking. 

  • Scope alignment must be actively managed throughout delivery, not treated as a one-time activity. 

  • Global teams need simple, shared trackers to avoid confusion across handoffs. 

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