Digital Colleague Experience Lead - Acting Head of

Royal London; Alderley Edge; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Royal London is seeking a Head of Digital Colleague Experience to drive the next phase of transformation across our Contact Centres and Group Operations. This senior role blends operations, digital strategy and AI to redesign processes, enhance colleague experience and improve customer journeys.

You will connect channels, automate workflows and shape CCaaS deployment while working across Digital, Technology, Operations and Change.

Qualifications

• Experience leading large-scale transformation in contact centres or operations.
• Ability to redesign end-to-end workflows and customer journeys.
• Knowledge of CCaaS platforms and AI-enabled automation.

Responsibilities

• Lead transformation across Contact Centres and Group Operations aligning strategy with practical change.
• Redesign end-to-end workflows to digitise and automate processes.
• Connect telephony, email, chat, and self-service with digital journeys.
• Oversee CCaaS, automation, and Generative AI deployments.
• Collaborate across Digital, Technology, Operations and Change to deliver outcomes.

Skills

Transformation leadership

CCaaS experience

Automation & AI

Omnichannel journeys

Stakeholder management

Strategic change leadership

Tools

NICE CXone

Job description

Job description

Contract type: Permenant Location: Alderley Park & Glasgow Working style: Hybrid 50%

Looking for a Head of Digital Colleague Experience to lead the next stage of transformation across our Contact Centres and Group Operations.

This is a senior transformation role at the intersection of Operations, Digital, and AI. You’ll bring together operational transformation, process redesign, CCaaS, automation, and AI to improve how our colleagues work and serve our customers.

You’ll take an end-to-end view, connecting contact centre capabilities with digital customer journeys to create simpler, joined-up experiences across telephony, email, chat, mobile, web, and self-service.

We’re looking for someone with significant experience transforming complex service operations, with strong digital, technology, AI, and commercial leadership.

About the role

• Lead transformation across Contact Centres and Group Operations: Translate strategy into practical change across people, processes, technology, and customer experience, using your understanding of large-scale service operations to shape transformation that works in practice
• Redesign end-to-end workflows and journeys: Rethink customer journeys and colleague workflows, removing manual activity, duplication, hand-offs, and workarounds. Identify opportunities to simplify, digitise, and automate processes for better outcomes
• Connect channels and digital journeys: Connect telephony, email, chat, and live chat with mobile apps, web portals, and self-service, creating seamless journeys between channels and giving colleagues the tools and information they need
• Shape our use of CCaaS, automation and AI: Lead the implementation and evolution of CCaaS, automation, and Generative AI, while exploring the potential of Agentic AI and where these technologies can improve experiences and operational performance
• Lead across organisational boundaries: Bring together Digital, Technology, Operations, Change, and Distribution, aligning senior stakeholders around outcomes and priorities while connecting strategic ambition with operational realities
• Turn investment into measurable outcomes: Connect roadmaps and investment priorities to customer, colleague, operational, and financial benefits, including simpler journeys, better experiences, reduced effort and cost-to-serve, increased productivity and capacity, and greater adoption of digital, automation, and self-service

About you

• Experience leading complex transformation within a large-scale Contact Centre, customer service, or operational environment
• Strong workflow and process redesign experience, with the ability to rethink services end-to-end rather than digitising existing processes
• Experience of CCaaS and modern contact centre platforms, ideally NICE CXone or similar enterprise platforms
• Knowledge of automation and Generative AI, with an understanding of emerging Agentic AI opportunities
• Strong understanding of omnichannel customer journeys across assisted service, digital channels, and self-service
• Ability to work across Digital, Technology, and Operations, connecting strategy, technology capability, and operational reality
• Commercial judgement, with experience prioritising investment and linking transformation to measurable business benefits
• Strong senior stakeholder leadership and influencing skills, creating alignment across differing priorities and perspectives. Turning strategy and ideas into implementation and measurable results

If you feel you’d be a great fit for Royal London but don’t meet every requirement, we’d still love to hear from you

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

Inclusion, diversity and belonging

We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.