Interim Delivery Lead – Customer Journeys, Website & AI

Job Description

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 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

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 Lilye@4recruitmentservices.com

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