Delivery & Innovation Coordinator

Role Overview

We are seeking a Delivery & Innovation Coordinator who will play a key role in supporting successful delivery across the Digital Customer & Channel Strategy function. This position works closely with Senior Delivery Managers, multidisciplinary agile teams, business stakeholders, and internal partners to ensure high-quality, timely outcomes across our Customer Portals, AI, Customer Communications, Virtual Assistants, and Channel Strategy portfolios.

Location: Hybrid to Manchester

The role is ideal for someone who is detail‑oriented, highly organised, and passionate about agile delivery, digital customer experiences, and continuous improvement.

Key Responsibilities

• Support end‑to‑end delivery across digital workstreams, including planning, coordination, and execution, while removing blockers and escalating where needed.
• Maintain core delivery artefacts (plans, RAID logs, action trackers, status reports) and ensure clear visibility of progress, risks, issues, and decisions.
• Represent the team in project forums, providing accurate updates and producing concise, senior ready reporting for Board, Exec, and governance.
• Apply Agile practices by managing backlogs, facilitating ceremonies, monitoring metrics (velocity, burndown), and driving collaborative team behaviours.
• Manage risks, issues, and dependencies proactively, ensuring RAID accuracy and clear communication tailored to senior stakeholders.
• Build strong cross-functional relationships, acting as a trusted point of contact and aligning delivery with key partners (IT, Operations, Design, Compliance).
• Support budget, resource, and ROI tracking, ensuring clear portfolio insights and forecasting aligned to targets.
• Drive continuous improvement through retrospectives, knowledge sharing, and development of templates, playbooks, and best practices.

Essential

Key Skills and Experience

• Strong organisation and prioritisation skills across multiple tasks.
• Good understanding of Agile (Scrum, Kanban).
• Confident communicator with cross‑functional teams.
• Proactive, ownership mindset.
• Ability to manage risks, issues, and delivery artefacts.
• Experience with tools like Jira, Confluence, or DevOps.
• Strong PowerPoint skills for clear, senior-level storytelling.
• Ability to simplify complex information for exec audiences.

Desirable

• Experience in digital, insurance, or CX environments.
• Exposure to digital products, portals, AI, or comms.
• Understanding of Agile metrics and reporting.
• Familiarity with budgeting or resource planning.

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