We’re supporting a leading international insurance group in a large-scale transformation of its customer contact center. We’re looking for a senior program leader to coordinate business, operations and technology teams across multiple countries, with a strong focus on operational outcomes and adoption. ? The opportunity Barcelona
· Hybrid
· Freelance ? Your mission Lead the program from mobilisation through deployment and operational handover, aligning business priorities, customer experience and delivery across countries. ? What you’ll do
• Coordinate business, customer operations, technology teams and external partners across multiple workstreams.
• Engage business stakeholders to understand their needs, translate them into clear priorities and manage expectations.
• Build and maintain the roadmap, governance, milestones, dependencies, risks and issues.
• Track budgets, resources, vendors, KPIs and expected business benefits.
• Drive business readiness, change management, training, adoption, cutover, hypercare and transition to operations.




• Keep customer and agent experience at the centre of program decisions. ✅ What we’re looking for
• Strong experience leading large-scale, international transformation programs in Contact Center, Customer Service or Customer Experience environments.
• A business and operations-led approach to program delivery, with the ability to work effectively with technology teams and suppliers.
• Experience coordinating distributed teams and senior stakeholders across Business, Operations and IT.
• Strong program governance, planning, risk, budget, resource and vendor management skills.
• Excellent communication and stakeholder management skills.
• Fluent English. ✨ A strong plus Experience with CCaaS platforms such as Genesys Cloud CX, and with contact center integrations involving CRM, case management, telephony, data or reporting. ? Interested? Send me a message with your CV or share this opportunity with someone who could be a great fit.

📌 Senior Program Manager – Contact Center Transformation (Barcelona)
🏢 Talent-C
📍 Barcelona