Customer Delivery Lead

UneeQ is an artificial intelligence company, developing the most advanced autonomous digital human platform available for customer interactions. Our mission is to deliver digital human experiences that reduce complexity, improve conversions and create memorable customer moments for brands. Working at the leading edge of technology, UneeQ is fast paced and constantly evolving. We are a remote-first workplace and have people located in New Zealand, the USA, Canada, Australia, and Italy. We are deeply committed to living our values and fostering a culture and work practices where our people can do their best work, make an impact and thrive.

Purpose of this Role

We are looking to hire an exceptional project and delivery leader who can champion the entire delivery process from start to finish. This person will be a highly capable and flexible individual, responsible for bridging the gap between technical teams and business stakeholders in a fast-paced startup environment. They will build strong customer and partner relationships through excellent delivery and a singular focus on the customer experience. The ideal candidate will have a strong technical background and confidence in client-facing interactions. Ultimately, they will be the champion for an obsession with incredible experiences, bringing our vision to life. This role reports to SVP Customer Success & UneeQ Studio.

Core Responsibilities

• Project Leadership & Execution: You will develop and execute dynamic project plans, establish delivery best practices, and hold the team accountable for project milestones.
• Championing of Project Vision: You will run projects from a leadership position, as a hybrid into Customer Success, you will be the champion of the creative vision of project execution. A core responsibility is to ensure the team executes authentically, ensuring we are always holding true to delivering amazing digital experiences which shift the needle.
• Market-Facing Duties: Engage with clients and partners to understand their needs, manage expectations, and communicate project status. You will be the primary point of contact for project-related matters.
• Bridging the gap between Technical, Creative & Commercial: You will be a key conduit between technical teams and business stakeholders, ensuring that the creative vision for digital-first solutions is executed effectively. This involves communicating technical ideas and overseeing project execution with a strong understanding of system architectures. You will also be responsible for ensuring the creative and user experience vision is maintained throughout the project lifecycle.
• Flexibility in a Startup Environment: Adapt to the fluid and dynamic nature of startup operations. You must be able to act as a hands-on contributor when needed, filling gaps to ensure project success.

How We Measure Success

• Project Delivery: On-time and on-budget delivery of projects.
• Client Satisfaction: Positive feedback from clients and partners.
• Process Improvement: Integrating seamlessly into our Customer Delivery team to ensure continual improvement of our project delivery processes.
• Authentic Execution of the Experiential Vision: Success is measured by the quality of the final customer experience, ensuring the delivered product is authentic to the creative vision and brand artistry.

Skills, Experience and Competencies

• Project Management: A proven track record of managing multiple complex customer projects from inception to completion, with experience in a waterfall-agile hybrid delivery model. You are outcomes focussed and comfortable working in the weeds to get great outcomes when needed.
• Creative & Experiential Focus: A creative background in an agency or digital setting and are passionate about the artistry of a full customer journey. A proven ability to see how all the elements - from visual and animation to personality and spoken words - come together to create a cohesive and transformative user experience.
• Technical Fundamentals: Foundational understanding of key technical concepts to enable seamless collaboration within a small team. While you are not expected to build solutions, a grasp of the following is essential; conversational AI and LLM prompting, UI/UX/Design principles, customer journey mapping and business analytics.
• Soft Skills: Exceptional problem-solving, analytical, and communication skills. You are a resourceful, adaptable, and proactive professional who excels at building relationships and collaborating with diverse teams with conflicting priorities. You will excel by using these skills to build virtual teams to help you execute you and your customers project outcomes.
• A culture champion: Who we are and how we work are huge differentiators for UneeQ. The people that we have in our team are both capable and add to the brand experience. We believe passionately in creating memorable experiences that permeate from our technology, to our people and beyond into how we work. You should bring fun, energy, creativity and dedication to the team.

Who you are and how you work

• You are a natural leader who takes ownership of project outcomes.
• You are an excellent communicator who can speak both technical and commercial languages.
• You are a proactive problem-solver who doesn't wait to be told what to do.
• You have a high degree of emotional intelligence and can navigate complex stakeholder relationships.
• You are driven by a desire to deliver incredible experiences for customers and users.

• Salary: We offer competitive market salaries
• Employee Share Option Scheme: We offer employees the opportunity to share in UneeQ's success through our Employee Share Ownership Plan (ESOP).
• Insurance: We offer health insurance (with optional add ons and family inclusions)
• Learn & Grow: We provide an annual learning allowance of $3,000 for your professional development.
• Flexibility: we encourage our people to live healthy, balanced lives, by providing flexibility about when and where you work.
• Great people & strong culture: you'll work with hungry, humble and smart people, who will support you to do your best work and have loads of fun along the way.