Job Description

About Lucidya

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalised experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Why This Role Matters

At Lucidya, closing a deal is the beginning of the work - not the end of it. Enterprise clients come with complex requirements, multiple stakeholders, and zero tolerance for delivery that doesn't match what was promised.

This role sits at the centre of that delivery. You will be the operational backbone that keeps projects on track, stakeholders aligned, and risks visible before they become problems. You will work across Commercial, Product, Engineering, Finance, and Legal - not as a coordinator, but as the person who holds the whole picture and makes sure every part of the business is moving in the same direction.

If you are the kind of person who gets uncomfortable when things are vague, who builds structure because it actually helps, and who takes personal ownership of whether a project lands well - this role is for you.

What You Will Do

Own delivery from pre-RFP to go-live.

• Lead pre-RFP alignment sessions to validate scope, timeline, resource availability, and budget assumptions before any commitment is made.
• Establish and enforce a handover framework from RFP to delivery - with clear ownership and traceability at every stage of the project lifecycle.
• Ensure every project proposal goes through cross-functional validation (Commercial, Product, Engineering, HR, Legal, Finance) before it goes out the door.
• Review vendor and subcontractor arrangements for procurement compliance and operational readiness.

Run governance like it matters - because it does.

• Design and maintain project governance frameworks that define accountability, escalation paths, and decision-making checkpoints.
• Keep a live project and risk register covering progress, dependencies, financial exposure, and compliance risks.
• Maintain executive dashboards and PMO reports that give leadership real visibility - not a sanitised summary.
• Enforce stage gates and approval processes before any contractual, financial, or delivery commitment is made.
• Run post-implementation reviews that actually produce lessons, not just documentation.

Keep every part of the business aligned.

• Serve as the central coordination point across Commercial, Product, Engineering, HR, Finance, Legal, and Delivery.
• Lead project initiation, steering, and review meetings - and make sure they produce decisions, not just updates.
• Maintain consistent communication with internal and external stakeholders through dashboards, executive summaries, and progress reports that people actually read.
• Facilitate procurement and vendor coordination, ensuring external partners meet internal standards and regulatory requirements.

Manage third-party and vendor risk.

• Oversee vendor and third-party onboarding governance - tools, processors, and contractors must meet data protection and regulatory standards before they touch a project.
• Maintain a Third-Party Risk Register tracking compliance obligations, privacy safeguards, and mitigation activities.
• Coordinate with Legal, Compliance, and Data Privacy on risk assessments, incident responses, and breach reporting related to external partners.

Bring the same rigour to internal programmes.

• Extend the PM framework beyond client projects to internal strategic initiatives - process transformation, system rollouts, product programmes.
• Track progress against annual strategic objectives and KPIs, and report it clearly to leadership.
• Develop and maintain standardised PM tools, templates, and procedures that the wider team can actually use.

You are responsible for outcomes: projects that land on time, within budget, and without surprises.

Who You Are

• You have 5+ years in project or programme management, preferably in SaaS or enterprise technology. You have managed complex, multi-workstream projects and you know what good governance looks like in practice.
• You are comfortable holding multiple complex projects simultaneously without dropping the thread on any of them.
• You think in terms of risk before others see it. You flag early, escalate when you should, and never let a problem fester because it was uncomfortable to raise.
• You have real financial acumen - cost modelling, budget tracking, and ROI analysis are not tasks you hand off.
• You can influence without authority. You work across functions where you do not control the resources, and you still get things done.
• Your communication is clear, structured, and calibrated to the audience - whether that is an engineer, a client, or a CEO.
• You hold a PMP, PRINCE2, or equivalent certification. You apply methodology pragmatically - the framework serves the project, not the other way around.
• You are comfortable in a fast-scaling environment where not everything is defined. You build the structure and improve it as you go.

Culturally, you are:

• Structured but not rigid.
• Proactive, not reactive.
• Calm when it gets complicated - and it will get complicated.
• Someone who takes ownership of outcomes, not just tasks.

What the Hiring Process Will Look Like

1. Screening call with Talent Acquisition
2. Deep-dive interview with the Head of Services
3. Case study presentation - project governance and risk scenario
4. Offer

Benefits