Project Manager

Role Overview

Project Manager at Lucidya. The role is based at Lucidya, supporting enterprise customer delivery and internal strategic programmes.

Company Overview

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth. The platform uses proprietary NLU capabilities developed in-house and trained on millions of multilingual conversations, enabling marketing, support, CX, and research teams to deliver personalised experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Role Purpose

This role sits at the operational centre of enterprise project delivery. You will be the backbone that keeps projects on track, stakeholders aligned, and risks visible before they become problems. You will hold the complete picture across Commercial, Product, Engineering, Finance, Legal, and Delivery, ensuring every part of the business moves in the same direction and all commitments are met on time, within budget, and without surprises.

Key Responsibilities

Pre-Sales and Proposal Validation

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

Governance and Risk Management

• 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 rather than a sanitised summary.
• Enforce stage gates and approval processes before any contractual, financial, or delivery commitment is made.
• Run post-implementation reviews that produce lessons, not just documentation.
• Oversee vendor and third-party onboarding governance, ensuring tools, processors, and contractors 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.

Stakeholder Coordination and Communication

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

Vendor and Third-Party Risk

• Review vendor and subcontractor arrangements for procurement compliance and operational readiness.
• Coordinate with Legal, Compliance, and Data Privacy on risk assessments, incident responses, and breach reporting related to external partners.

Project Delivery

• Own delivery from pre-RFP to go-live.

Strategic Programme Management

• Extend the PM framework beyond client projects to internal strategic initiatives including process transformation, system rollouts, and 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 use.

Qualifications & Experience

• 5+ years in project or programme management, preferably in SaaS or enterprise technology.
• Experience managing complex, multi-workstream projects.
• Demonstrated knowledge of what good governance looks like in practice.
• Ability to hold multiple complex projects simultaneously without dropping the thread.
• Real financial acumen, including cost modelling, budget tracking, and ROI analysis.
• Ability to influence without authority across functions where you do not control the resources.
• PMP, PRINCE2, or equivalent certification.

Skills & Competencies

• Risk identification and early escalation.
• Clear, structured communication calibrated to different audiences: engineers, clients, and executives.
• Pragmatic application of project management methodology.
• Comfort building structure in fast-scaling environments where not everything is defined.
• Proactive, ownership-driven mindset focused on outcomes rather than tasks.
• Ability to remain calm and effective in complex and complicated situations.

Additional Information

The hiring process will include a screening call with Talent Acquisition, a deep-dive interview with the Head of Services, and a case study presentation on project governance and risk scenarios.

Full details are available on the employer's original posting.