Interim Delivery Lead - Customer Journeys, Website & AI

Position: Interim Delivery Lead - Customer Journeys, Website & AI
Interim Delivery Lead — Customer Journeys, Website & AI

Public sector | Digital & People Services

Contract:

6-month Fixed-Term (Full-time)

Location:

Hybrid — Haywards Heath (1–2 days on site)

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 Local Gov 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

Key Responsibilities

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
To find out more information please contact Lily at (url removed)

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