Program Delivery Lead - Customer Experience Transformation

About the Role:

We are looking for a seasoned and strategic Program Delivery Lead to spearhead complex Customer Experience (CX) implementations. In this pivotal role, you will not only manage high-stakes projects but will also be responsible for building, scaling, and maturing our Program Management Practice. You will be the driving force behind establishing disciplined frameworks, mentoring a team of program managers, and ensuring that our delivery is both efficient and aligned with business growth.

If you are a SAFe Agilist with a passion for AI-driven projects, operational excellence, and stakeholder management, we want to hear from you.

Key Responsibilities:

1. Program Strategy & Practice Development:

- Lead the transformation of the Data Led CX Program Management Practice into a scalable, disciplined, and efficient operation.

- Establish and operationalize Program Management tools, governance frameworks, and a centralized repository for project artifacts.

- Roll out standardized templates, processes, and best practices across teams and leadership to ensure consistency.

- Act as a SAFe Agilist, building the framework to manage complex engagements effectively.

2. Project Planning & Execution:

- Lead projects from the requirements phase through to delivery, ensuring schedules, scopes, budgets, and documentation are well-defined.

- Implement standardized Waterfall and Agile methodologies.

- Ensure delivery governance, timely execution, and alignment with client priorities.

- Coordinate project workflows, manage logistics, and oversee resource allocation.

3. Operational Leadership & Financial Management:

- Provide high-level guidance to project and program teams on managing plans, budgets, and key metrics (scope, time, cost).

- Oversee project financials, including P&L management, cash flow, and monthly budget updates.

- Manage invoice notifications, payments, and reconciliation processes.

- Ensure PM start-up checklists are completed and execution playbook processes are followed.

4. Stakeholder & Cross-Functional Collaboration:

- Act as the single point of contact for cross-functional alliances with internal teams, partners, and clients.

- Lead a cross-functional POD comprising Program PMs, Business Analysts, and Client Success Managers.

- Facilitate Agile ceremonies and stakeholder cadence meetings (Show and Tell, Weekly Status Updates) to keep stakeholders informed.

5. Risk, Governance & Quality Assurance:

- Monitor health processes to identify and address key gaps.

- Regularly update and maintain the RAID log (Risks, Assumptions, Issues, Dependencies) and implement corrective actions.

- Review project artifacts for correctness and completeness, ensuring adherence to governance standards.

- Report risks and mitigation strategies regularly to senior leadership.

6. Team Development & Continuous Improvement:

- Train, mentor, and upskill program managers on managing complex engagements.

- Address execution inconsistencies through structured training sessions.

- Promote a culture of knowledge sharing and reuse to accelerate delivery and prevent redundant work.

- Capture lessons learned and lead retrospective sessions to drive process optimization.

What We Are Looking For:

Qualifications:

- Bachelors Degree required.

- SAFe Agilist certification (or equivalent) is mandatory.

- Proven experience in AI project delivery is a significant plus.

- Extensive experience leading large-scale CX (Customer Experience) implementations.

Core Competencies:

- Program Management: Deep understanding of both Waterfall and Agile methodologies.

- Stakeholder Management: Ability to coordinate across departments, vendors, and clients.

- Financial Acumen: Experience managing P&L, budgets, and project financials.

- Operational Excellence: Experience designing and institutionalizing PM best practices, templates, and playbooks.