CX Project Manager

G MASS are working with a global financial services organisation to identify a CX Project Manager to join their Client Experience delivery function.

The role sits at the centre of day to day delivery for the Client Experience team, bringing structure through consistent tracking, clean reporting and firm governance, freeing senior leaders to focus on roadmap ownership and stakeholder strategy. It is a hands on position built around Jira, with the successful candidate becoming the team's go to person for backlog structure, ticket quality and workflow discipline, growing over time from coordination into genuine delivery ownership.

Responsibilities:

• Support execution across multiple CX workstreams, applying governance standards consistently
• Maintain delivery momentum through proactive follow up, moving from coordination into real accountability for outcomes
• Own Jira ticket hygiene, status accuracy and dependency tracking across high volume, high complexity backlogs
• Continuously refine how Jira is used so it reflects genuine delivery progress
• Build and maintain delivery and governance dashboards, giving clear visibility of risks, dependencies and overdue items
• Translate Jira and backlog data into simple insight for non technical stakeholders, flagging risk and slippage early
• Maintain project plans, action logs and RAID trackers, and support first pass reporting for weekly and leadership forums
• Track actions and follow ups from meetings, ensuring they live in dashboards rather than just notes
• Participate hands on in delivery activity, driving progress rather than only tracking it

• Hands on Jira experience, academic, internship or professional, with a real understanding of how backlogs, tickets and workflows operate in practice
• A track record of using structured task tracking tools
• A strong ownership mindset, shown through driving follow ups, improving processes or taking initiative
• Confidence working alongside technical or product delivery teams without a technical background
• Some exposure to Agile or Scrum ways of working and backlog refinement
• Experience producing delivery reporting or dashboards

Desirable

• Prior exposure to client experience, delivery or transformation initiatives
• Awareness of user centric delivery or product development approaches

Permanent Contract

Competitive Salary