Programme Manager, Business Transformation

Europe’s largest airline, is looking for an ambitious, driven, and hardworking professional to join Europe’s busiest customer service team as a Head of Operations Transformation

At Ryanair, we owe our success to our unapologetic focus on operational efficiency, as an Industry leader in this are we need to maintain and grow this standard as we reach for the 300 million guests. We’re seeking an experienced Programme Manager with a specific focus on driving automation projects to drive through a full road map of technology developments and systems initiatives to help us achieve our full automation roadmap.

As Programme manager for transformation, you will report into the Head of Transformation, and you will lead a team of system experts and business analysts to design and deliver the best automation solutions to support the CS function in its ability to scale to up to 300 million customers per annum. Leveraging best in class technology and generative AI to deliver more self-service tools and fully automated workflows.

Working in tandem with the Customer Operations team you will process map every customer journey touch point and identify opportunities to automate, streamline and create a self-service solution and overall deliver the most efficient scalable CS Support function in the industry. You and your team will leverage the wealth of expertise that exists in our Ryanair labs team to deliver technology solutions that solve customer problems.

Responsibilities:

• Project management of 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.

• You will work with the Labs and the Digital team to design and implement a product development roadmap that includes all internal processes as well as external demand for customer support.

• In your team you will hire and develop the right level of competence to ensure that you and your team within Ryanair continue to push best in class technology solutions.

• Working with innovative partners you will deliver in an agile way the best outcome for the company from a cost and functionality point of view.

• Provide leadership with a relentless focus on the expectations of `What' and `How' of performance and meet the aggressive deadlines that are a feature of Ryanair as a business.

• Work collaboratively with colleagues across the business to understand needs and demands from other functions that may benefit from the experience of CS in Operational Transformations capabilities.

Requirements

• Five + Years in operations/business transformation.

• Good understanding of how to put together a business case

• Experience leading several multi-discipline teams with a broad range of responsibilities

• Proven track record in project management and programme delivery

• Excellent leadership skills, shows initiative and courage to challenge the status quo and to 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 of 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