Project Director – Business Transformation (Customer Experience Uplift)

Sharp and Carter are excited to be representing a well-established, purpose driven organisation undertaking a significant business transformation to uplift customer experience through a multiyear, enterprise-wide transformation program. This role is part of the Commercial & Investments department, which is driving strategic growth through innovation, diversification and enhanced value delivery across the organisation.
The department consists of diverse teams that are harnessing technology and data to reshape customer experiences and explore new value enhancing opportunities.

Given the complex nature of the project, a dedicated Transformation Management Office (TMO) will be established to manage and coordinate the various workstreams. As the Project Director, you will lead the Transformation Management Office, driving the delivery of a digital modernisation program across multiple workstreams including commercial operations, marketing, technology, change, and vendor management.
This is a high impact role suited to senior leaders with experience managing complex, enterprise-wide initiatives within fast paced, customer centric environments.

Key Responsibilities

• Lead the Transformation Management Office, overseeing cross-functional teams to deliver key program outcomes on time and within budget.
• Implement and maintain robust plans covering scope, schedules, benefits, risk, change, and stakeholder engagement.
• Ensure effective coordination across multiple delivery streams and vendors, maintaining alignment to strategic goals.
• Report progress regularly to executives and steering groups, ensuring governance processes are followed and benefits are tracked.
• Drive stakeholder engagement across the organisation and external partners to ensure buy-in and program success.
• Lead transition planning and handover to business-as-usual teams, including SOPs, training and change adoption.
• Foster a culture of collaboration, continuous improvement, and high performance across the program team.

What You’ll Bring

• 10+ years’ experience in senior program management or transformation leadership roles.
• Proven success delivering complex digital or enterprise technology initiatives in customer-facing businesses.
• Exceptional stakeholder engagement and communication skills, able to influence from C-suite to operational staff.
• Deep experience in vendor management, governance, and strategic delivery in large-scale environments.
• Strong understanding of change management, systems implementation, and customer experience transformation.
• Proficiency in project delivery tools (e.g., Azure DevOps, Asana, Confluence, Microsoft Project).
• Business or IT degree, with recognised project/program management qualifications (e.g., PMP, PRINCE2, MSP).

Why Join This Organisation?
This role presents the opportunity to lead a flagship transformation program that will redefine how customers interact with a trusted, high-profile brand.

• Executive-level influence and visibility
• Multi-year, strategic program ownership
• Dynamic and collaborative team environment
• Future-focused, customer-led transformation agenda

For more information, a confidential discussion or a copy of the candidate briefing pack please reach out on the details below, or feel free to submit an application for consideration.

Max Power – [email protected]
Kris Hair – [email protected]