Customer Delivery Lead

About UneeQ

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, Australia, and Europe. 

About the Role

In this role, you’ll be working within UneeQ Studio - our boutique experience design agency responsible for delivering our most bespoke and high-impact digital experiences with some of the largest brands around the world. UneeQ Studio sets a new standard for high-value digital projects, with a focus on crafting immersive digital-first experiences.

As part of this growth, we’re looking for our first Customer Delivery Lead in the US - a key role responsible for managing and supporting our US-based customers. This is a highly independent and creative role with the opportunity to work closely with globally recognised brands on innovative and creative AI projects.

You’ll be the go-to person for our US clients; working in a tightly knit, collaborative team and owning the delivery process from start to finish. We’re looking for an exceptional project and delivery leader who can champion the entire customer journey - from onboarding and implementation, right through to ongoing support and long-term success.

Furthermore, you’ll bridge the gap between technical teams and business stakeholders in a fast-paced startup environment. You’ll build strong customer and partner relationships through excellent delivery, proactive communication, and an unwavering focus on customer experience.

The ideal candidate brings strong commercial awareness, creative problem-solving skills, and confidence in client-facing interactions. You don’t need to be deeply technical, but you should be comfortable engaging with enterprise technology and collaborating closely with technical teams. Ultimately, you’ll bring our vision to life for some of our most strategic US customers.

This role reports to the SVP Customer Success & UneeQ Studio.

What you’ll be doing and key responsibilities 👩‍💻

Your day will generally start by meeting with customers to align on project goals, priorities, and timelines. From there, you’ll connect with the internal team, and you’ll have several weekly touchpoints to ensure everyone is moving in the same direction.

A key part of the role is facilitating strong collaboration between our customers and our engineering teams, including having regular technical check-ins to review progress, discuss challenges, and ensure deadlines are met. These sessions aren’t just about updates - you’ll also challenge proposed solutions to encourage deeper thinking around customer experience, delivery efficiency, and how we balance both customer and business value.

And on other days, you might be flying domestically to meet customers in person. These visits help build strong relationships, support major milestones (like launches), and create the trusted partnership our clients expect. The key responsibilities include: 

• Project Leadership & Execution: You will develop and execute dynamic project plans, establish delivery best practices, and ensure the team stays on track with project goals.
• 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 go-to person 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 good understanding of system architectures (and willingness to learn more). 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’re comfortable jumping in where needed to support 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.

What you’ll bring and who you are 🙋🏽‍♀️

• 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 focused comfortable getting into the details when needed to achieve great results
• Creative & Experiential Focus: A creative background in an agency or digital setting and you are passionate about the artistry of full customer journeys. 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: Strong problem-solving, communication, and interpersonal skills. You are a resourceful, adaptable, and proactive professional who are skilled 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 deliver outstanding outcomes for both customers and the business.
• 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.

Also:

• You’re a collaborative leader who confidently guides projects toward successful outcomes.
• You’re an excellent communicator who can comfortably navigate both technical and commercial conversations.
• You’re a thoughtful problem-solver who takes initiative and knows when to move things forward.
• You bring strong emotional intelligence and can navigate complex stakeholder relationships with ease.
• You care deeply about creating meaningful and impactful experiences for customers and users.
• You are comfortable using AI tools such as ChatGPT or Claude, and you’re motivated to further develop your skills in this area.

We’re proud to be an inclusive workplace that celebrates diverse backgrounds, perspectives, and experiences. If this role excites you, we’d love to hear from you - even if you don’t meet every single requirement.

Perks of joining UneeQ 💜

• Participation in our ESOP scheme, giving you a stake in UneeQ’s success
• Join a global team with colleagues from around the world
• Annual learning allowance to support your professional growth
• Health insurance cover
• Self-managed paid time off 
• Participation in our global annual Company Summit - yes, we fly in all our employees from around the world!
• Flexibility to work from other locations for short periods
• Your choice of hardware: PC or Mac

On top of that, you’ll get to work in a leading industry, creating innovative AI solutions that have never been tried before!

Our recruitment process 👇

Intro chat - You’ll first meet with someone from our People Team to learn more about UneeQ and the role, and to share a bit about yourself.

Team interview - Next, you’ll meet with our Customer Delivery Lead, Keshina to dive deeper into your experience and how you like to work. Followed by a shorter case assignment.

After that, case study follow-up with Keshina, then in the same interview; meet our SVP, Simon. Simon will focus on understanding how you work with others, your approach to team collaboration, and how your values align with the culture that sets UneeQ apart.

Finally, meet with our CEO for a short chat. 

Offer & welcome aboard! 🎉