Interim Delivery Lead - Customer Journeys, Website & AI

We are accelerating delivery across customer experience, digital platforms, and responsible AI. We re looking for an Interim Delivery Lead to bring pace, clarity, and confidence across three priority areas:

• Customer Journey redesign (including residents who are digitally excluded)
• Website redesign on LocalGov Drupal
• Pragmatic AI pilots with strong governance and human oversight
• This role is about outcomes, standards, and sustainable delivery not technology for its own sake.

What You ll Deliver (in 6 months)

• Customer Journey programme stabilised with clear plans, RAID, sprint cadence, and measurable reductions in failure demand
• Website redesign progressed through agreed gates with embedded content, accessibility (WCAG), and design governance
• AI pilots delivered from discovery to alpha/beta, with transparency statements, human-in-the-loop controls, and clear benefit/risk summaries
• Strong stakeholder confidence across Services, suppliers, and partners
• Lightweight, reusable playbooks for service design, governance, and benefits tracking, * Orchestrate delivery across customer journeys, website, and AI pilots
• Manage scope, dependencies, risks, sprints, and quality gates
• Champion inclusive service design, assisted digital, accessibility, and user research
• Lead ethical, test-and-learn AI pilots with appropriate governance (DPIA/EqIA)
• Align suppliers and internal teams to shared outcomes
• Provide clear reporting and escalation to Programme Boards and SMT

• Proven delivery leadership across multi-stream public-sector programmes (ideally local government)
• Strong experience with service design, digital platforms (CMS/CRM/forms/integrations), and suppliers
• Confident agile delivery lead (sprints, RAID, benefits realisation)
• Deep understanding of accessibility, content design, and user-centred design
• Practical AI literacy able to run ethical, human-in-the-loop pilots
• Strong stakeholder management across Services, Comms, Finance, Legal, and Procurement

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.