Digital Project Lead (Customer Services)

• Digital_Projects_Lead_JD_-_FINAL

Please apply online via the link provided.

Please note, CV applications will only be accepted alongside a completed personal and monitoring information online application form.

Lead the Future of Customer Experience Across a City Region

At the Liverpool City Region Combined Authority (LCRCA), we’re transforming the way people experience public services - and we’re looking for a visionary Digital Project Lead to help shape that journey.

This role sits at the heart of our Customer Services team, driving forward digitally-enabled change that makes services more accessible, more responsive, and more user-focused across our transport networks and beyond.

You’ll lead the design and delivery of high-impact, customer-focused projects - from introducing smarter, automated services to creating seamless journeys across our transport network, including Mersey Tunnels and Ferries - all with the goal of transforming how people access, experience, and benefit from public services every day.

What You’ll Be Driving

• End-to-end digital transformation of customer-facing services across the Combined Authority
• Smart, accessible, and user-first design across tunnels, ferries, and other regional transport
• Seamless, intuitive customer journeys powered by digital tools and automation
• Customer insight and data turned into real-time service improvements
• Delivery of a CRM platform to unlock a full view of the customer
• Modern, user-friendly websites and digital channels that work for everyone

Your work will be at the heart of our mission to build a fairer, greener, and better-connected Liverpool City Region - helping every resident, visitor, and business access the services they need easily, efficiently, and with confidence.

This is a strategic leadership role where digital transformation is your toolkit - and outstanding customer service is the goal.

We’re Looking for Someone Who…

✔ Has a track record of delivering complex service transformation projects
✔ Understands the power of digital innovation to improve public services
✔ Can think strategically and act operationally - moving from big picture to real-world delivery
✔ Is passionate about customer insight, accessibility, and user-centred design
✔ Thrives in cross-functional environments and builds strong partnerships across teams

What You’ll Be a Part Of:

• A bold, forward-thinking organisation that puts people and communities first
• A growing Customer Services team with a clear mandate for change
• A region-wide transformation programme that’s shaping the future of transport, connectivity and inclusion

Ready to Deliver Real Impact? If you're excited by the opportunity to lead customer-centred transformation at scale - we want to hear from you.

Apply today and be part of something bigger.

If you think you match the job description, and our values, then click on the link to apply.

Please ensure that you meet the key essential criteria. In your application, please focus on the following areas;

1. How you’ve transformed customer-facing services utilising data and customer insight to be simpler, accessible, and inclusive.

2. How you’ve delivered digital solutions that drive real change and improve efficiency.

3. How you lead complex projects, procurement of multiple service providers, manage budgets, and build strong partnerships.

The information you provide in your application will be used for shortlisting.

Interviews will take place weeks commencing 24th November and 1st December 2025.

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.

The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.

Staff benefits

• Local Government Pension Scheme contributions between 5.5% and 12.5%
• Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
• Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• Flexible and hybrid working
• 24/7 access to Employee Assistance Programme for you and your family and Free counselling service
• Automatic enrolment to our Westfield Health Programme
• Corporate discounts at council-owned gyms
• Bike to Work Scheme
• Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for candidates who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form. In addition, you must clearly demonstrate in your personal statement how you meet all the key essential criteria listed above, and highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

Applications that do not include this evidence will not be considered under the guaranteed interview schemes.

The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

We actively promote diversity and inclusion. This role may be eligible for sponsorship under the Skilled Worker route. We recommend that you assess your eligibility before applying for this position. Please visit https://www.gov.uk/skilled-worker-visa