Digital Project Manager

Interim Project Manager – Customer Journey Digitisation

6-Month Contract | Outside IR35 | £500–£550 a day | Hybrid (Mostly Remote)

A leading UK organisation is seeking an experienced Interim Project Manager to play a pivotal role in shaping and mobilising a high-impact transformation programme focused on digitising customer journeys
.

This is a unique opportunity to step in at the early, pre-delivery phase
, where you’ll define the roadmap, influence strategy, and set the programme up for long-term success all while delivering tangible early wins.

You’ll lead the mobilisation and scoping phase of a major initiative aimed at creating a seamless, digital-first customer experience across multiple service areas. The organisation is undergoing a period of transformation following a recent merger, and this programme is central to unifying and enhancing the customer journey.

Expect a fast-paced, collaborative environment where pragmatism and momentum matter more than rigid frameworks.

• Shape and mobilise a complex transformation programme from the ground up
• Define current “As-Is” and future “To-Be” customer journeys across key service areas
• Develop a high-level delivery plan
  , including dependencies, risks, and resource requirements
• Build a cost model and support the creation of a compelling business case
• Identify and deliver quick wins to demonstrate early value
• Engage and influence senior stakeholders across business and technology functions
• Help define the most effective delivery approach (blending Agile and traditional methods as appropriate)

Initial priority journeys include:

• High-volume service requests
• Customer payments and refunds
• Complaints handling
• Post-service support
• Billing and service charges

• Proven experience as a Project Manager in customer facing digital transformation
• Strong background in customer journey mapping and digitisation
• Comfortable operating in ambiguous, early stage environments
• Ability to balance Agile and predictive delivery approaches
• Confident communicator with the gravitas to engage senior stakeholders
• A proactive,
  self-starting mindset
  , someone who brings ideas, not just execution

Experience in sectors such as utilities, retail, or high-volume customer operations is highly advantageous. Sector-specific experience is not essential.

• Complex, multi-system landscape following organisational change
• Strong executive sponsorship and appetite for progress
• Emphasis on delivery at pace and visible outcomes
• Collaborative culture with cross-functional teams
• Duration: Initial 6 months
• Location: Primarily remote, with occasional on‑site collaboration (1 day/week typical)