Digital Colleague Experience Lead - Acting Head of

Royal London Group; Glasgow; Hybride; GBP 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

28 days annual leave

Employer pension (up to 14%)

Private medical insurance

Résumé du poste

Royal London is seeking a Digital Colleague Experience Lead, Acting Head of, to drive transformation across Contact Centres and Group Operations. You’ll shape end-to-end customer journeys and colleague workflows, combining digital, AI, and operations leadership to deliver measurable improvements.

The role requires senior stakeholder influence, hands-on experience with CCaaS platforms, and a proven track record in large-scale service environments, with hybrid working in Alderley Park or Glasgow.

Qualifications

• Experience leading complex transformation within a large-scale contact centre, customer service or operations environment.
• Strong workflow and process redesign capability across end-to-end journeys.
• Experience of CCaaS and modern contact centre platforms, ideally NICE CXone or similar enterprise systems.
• Knowledge of automation and Generative AI opportunities and practical applications.
• Strong senior stakeholder leadership and ability to translate strategy into measurable outcomes.

Responsabilités

• Lead transformation across Contact Centres and Group Operations translating strategy into practical change across people, processes, technology and customer experience.
• Redesign end-to-end workflows and journeys to reduce manual activity and digitise processes for better outcomes.
• Connect channels and digital journeys across telephony, email, chat, mobile, web and self-service.
• Shape CCaaS, automation and Generative AI deployment to improve experiences and operations.
• Lead across organisational boundaries and align senior stakeholders around outcomes and priorities.

Connaissances

Transformation leadership

Contact centre leadership

Operational excellence

Digital / AI awareness

Stakeholder influence

Cross-functional collaboration

CCaaS experience

NICE CXone familiarity

Generative AI knowledge

Outils

CCaaS

NICE CXone

Generative AI

Description du poste

Digital Colleague Experience Lead - Acting Head of

“It feels good to have a career with real purpose.”

Digital Colleague Experience Lead - Acting Head of Hours Per Week: 35 Contract Type: Full Time

Contract type: Permanent
Location: Alderley Park OR Glasgow
Working style: Hybrid 50%

We are 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.

#DigitalCareers

Only candidates who have the legal right to work in the UK or Ireland can undertake this role.
Unfortunately, Royal London is unable to provide visa or work permit sponsorship.

Our benefits | Inclusion, diversity and belonging | Our People Promise

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