Job Description

Delivery & Innovation Coordinator

Location: Hybrid to Manchester

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.

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 (e.g. 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 (e.g. 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.

Key Skills and Experience

Essential

• 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.