Customer Experience Transformation Lead - Project Portfolio

The Customer Experience Transformation Lead - Project Portfolio transforms how the CX team shapes, mobilizes, and manages project-funded change, from investment readiness through delivery assurance and benefits realization. This role improves the end-to-end project lifecycle by setting stronger standards for governance, assurance, intervention, and continuous improvement across the CX project portfolio. The position reports to the Head of Customer Experience Transformation and works to lift project quality, pace, and delivery confidence while Program Directors retain delivery accountability.