Transformation Lead - £750 - £850 pday - 12 Months

Transformation Lead - CustomerFirst £750-£850/day | 12 Months

Hybrid - London preferred / Bristol or Manchester considered | BPSS

We're looking for an experienced Transformation Lead to join a CustomerFirst initiative, leading a multidisciplinary squad delivering significant public service transformation.

This is not a traditional Programme Manager role. You'll be responsible for setting the direction of the transformation, bringing together product, design, technology, user research, delivery, policy and analysis, and ultimately being accountable for the outcome.

The role will suit someone who has led complex transformation end-to-end - from exploring the problem and shaping the vision, through delivery and implementation, to embedding the new service and driving continuous improvement.

Key responsibilities

• Set the vision, direction and priorities for a major service transformation




• Lead multidisciplinary delivery squads and maintain momentum through ambiguity and complexity




• Drive measurable improvements to customer-facing or operational services




• Build trusted relationships with senior stakeholders and partner organisations




• Navigate organisational, operational and policy challenges to remove blockers




• Make evidence-based decisions and provide clear direction where there isn't an obvious answer




• Represent the transformation at senior governance and steering forums




• Bring product, service design, technology, delivery, policy and research disciplines together around common outcomes




• Capture learning and help shape how CustomerFirst delivers future transformations

We're looking for

• Proven experience leading complex transformation, change or service improvement end-to-end




• Experience setting strategic direction for multidisciplinary teams




• Strong senior stakeholder management and influencing skills across organisational boundaries




• Experience working across digital, product, operational and/or customer service transformation




• Someone comfortable moving between detailed delivery discussions and senior leadership/governance




• Strong judgement and the ability to operate effectively in ambiguous environments




• Experience leading transformation rather than simply managing a delivery workstream

Particularly interesting backgrounds include

Product Owners, Service Owners, Transformation Leads and senior change/delivery professionals who have owned the transformation of a customer-facing or operational service.

Government experience is beneficial, particularly experience navigating government governance, assurance and approval processes, but strong private-sector transformation experience will also be considered.

The standout candidates will have genuine end-to-end transformation experience, strong customer/service thinking and the ability to bring multidisciplinary teams and senior stakeholders together to deliver meaningful change.

Location: London preferred. Bristol or Manchester considered, but candidates must be able to attend the London office twice a week and travel to London for occasional overnight stays.