Digital Project Manager
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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.
🚀 The Opportunity
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.
🎯 Key Responsibilities
- 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)
🔍 Focus Areas
Initial priority journeys include:
- High-volume service requests
- Customer payments and refunds
- Complaints handling
- Post-service support
- Billing and service charges
🧠 What We’re Looking For
- 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.
🧩 The Environment
- 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
📍 Logistics
- Duration: Initial 6 months
- Rate: £500–£550 per day
- IR35 Status: outside IR35
- Location: Primarily remote, with occasional on-site collaboration (1 day/week typical)
⏱️ Process & Timeline
- Shortlisting underway immediately
- Interviews scheduled shortly thereafter
- Ideal start: ASAP