Delivery & AI Process Design Lead

We're looking for a senior professional to design our delivery processes on an AI-first logic - not as a layer added on top of existing processes, but rebuilt around what AI agents can actually do - and to lead end-to-end project execution: from sales handoff through to steady-state service.

This is not an outside-in analyst role. You will design the operating model, build the implementation playbooks, and personally run projects with clients and internal teams.

What You'll Do- Process Design (AI-first)

• Evolve our target operating model, deciding what an agent can resolve versus where human judgment is required.
• Build implementation playbooks with generative AI embedded in every phase - not bolted on afterward.
• Identify which parts of the delivery process should be redesigned rather than simply optimized.
• Project Execution
• Build and coordinate project plans, defining tasks and owners.
• Support the handoff from sales to execution, ensuring what was sold matches what gets implemented.
• Translate client requirements into functional analysis and navigable mockups or prototypes - not just requirements documents.
• Run UAT (user acceptance testing) ahead of go-live.
• Organize the transition to steady-state service once a project is live in production.

What We're Looking For - Core Experience

• Senior experience in project management and systems/business analysis, with proven ability to coordinate cross-functional teams and manage senior stakeholders.
• Real experience designing or implementing generative AI solutions applied to business processes - not just advanced personal use of AI tools.
• A hybrid profile between strategy/operations consulting and hands-on technical execution - comfortable moving from strategic conversation to implementation in the same day.
• Product orientation: demonstrated ability to turn a client requirement into a working mockup or prototype, not just a document. Experience with tools like Lovable, Claude (Artifacts/Projects), or similar is valued.
• High-level English required - most day-to-day work happens in English. Spanish required given the Madrid base and LatAm coverage.
• No specific educational background required - experience is what matters.
• Background We'd Expect to See (indicative, not exclusionary)
• 7-10+ years combining operations/strategy consulting (implementation-focused, not just diagnostic) with direct execution of technology projects.

Experience in one or more of the following environments:

• Consulting firms with a technology delivery/operations practice (e.g., Accenture, BIP, ThoughtWorks, or Big Four transformation practices such as Deloitte, PwC, EY, KPMG).
• Insurtechs or embedded insurance platforms (e.g., Qover, wefox, bolttech, Cover Genius, Bdeo) in implementation or partner/customer delivery roles.
• Insurance BPO/TPA providers (e.g., Sedgwick, Crawford, Concentrix, Sutherland) in project management or process design roles, ideally with exposure to AI applied to operations.
• B2B scale-ups or startups in a scaling phase, where the person had to build the delivery process from scratch.
• Digital product / systems integration consultancies with genuine rapid-prototyping experience (not only specification writing).
• A demonstrable track record of having led at least 2-3 end-to-end technology implementation projects (kickoff → UAT → go-live → transition to steady-state service).
• Preferred: experience managing stakeholders across more than one region (LatAm, MENA, Europe) and/or in multicultural, multilingual environments.
• Nice to have: PMP, Agile/Scrum certification (PSM, CSM), or equivalent.
• Plus: prior exposure to insurance, financial services, or claims/policy administration logic - not mandatory, but relevant given the client base

Tools & Technical Skills

• Prototyping/no-code: Lovable, Figma, Claude Design - ideally has built at least one functional client-facing prototype (not only static mockups).
• Functional documentation: ability to write requirements clear enough for an engineering team to execute without rework - this is a critical skill, not a nice-to-have.
• Working knowledge of how AI agents are structured and orchestrated - enough to design the process around their capabilities, without needing to build them.

What This Role Is Not

• This is not an engineering role. You will not write production code, but you do need to understand what an agent can and cannot do in order to design the process around that capability well.

First 90 Days (indicative)

• Own the functional analysis and UAT cycle for at least one live project.
• Ship a first version of the AI-first implementation playbook.
• Establish the working cadence with sales for project handoffs going forward.

Reasonable travel and flexibility around working hours should be expected given the coverage across Latam, MENA, Europe, with APAC coverage anticipated over time, along with attendance at the Madrid office 2-3 days per week.

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