Day Rate: £750-£850/day Inside IR35
Duration: 12 Months (extensions likely)
Clearance: BPSS
Location: London preferred. Bristol/Manchester considered with mandatory London attendance Tues/Wed.
Travel: Approx. two overnight stays per month (expensed).
Overview
Customer First is a high-profile transformation programme tasked with proving that a new approach to public service transformation can successfully improve customer outcomes across government.
Over a two-year period, the programme must transform four customer facing services from initial exploration and discovery through to implementation, embedding and sustainable operational adoption.
This role sits at the centre of that mission. The successful candidate will act as the Transformation Lead across a programme of work, leading multidisciplinary delivery squads while also serving as the senior relationship holder with partner organisations. This is not a delivery management role focused solely on execution, nor is it a strategy role removed from implementation. Instead, it requires someone capable of owning transformation from concept through to operational reality. The hiring team is seeking an individual who has personally led end-to-end transformation initiatives at a strategic level, understands how to influence senior leaders and can balance vision, delivery and organisational change within complex environments.
Key Responsibilities
Lead strategic transformation activity across a Customer First programme
Provide leadership and direction to multidisciplinary delivery squads
Act as the senior Customer First representative within partner organisations
Drive end-to-end transformation from concept through implementation and embedding
Attend steering boards, governance forums and executive meetings
Manage risks, blockers and stakeholder expectations
Ensure transformation outcomes are sustainable and scalable
Maintain delivery momentum and accountability for outcomes
What We Are Looking For
Strategic transformation leadership experience
End-to-end transformation ownership
Strong operational and digital transformation background
Outstanding stakeholder management at senior leadership level
Ability to influence and challenge constructively
Experience working in complex and ambiguous environments
Strong delivery focus combined with strategic thinking
Ideal Background
Customer service transformation
Customer experience improvement
Operational transformation
Digital transformation
Product ownership with end-to-end accountability
Public and private sector experience
Government Experience
Comfortable operating within government environments
Understands governance and public sector constraints
Able to engage effectively with senior officials
Private sector candidates remain welcome if they demonstrate adaptability
Salary description
£750.00 - £850.00 per day