Transformation Lead

Transformation Lead (G6)

Day Rate: -750850/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