Digital Managing Director

Cactus Search

United Kingdom

On-site

GBP 120,000 - 180,000

Full time

14 days+

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Job summary

A consulting firm in the UK is seeking a Digital Director to lead digital strategy and drive customer experience innovations. The ideal candidate should have strong knowledge of Amazon Connect and Zendesk, along with proven digital delivery leadership. This role involves leading teams on digital transformation projects that enhance customer satisfaction and operational value.

Qualifications

Experience leading teams to deliver transformation projects focused on customer experience.
Understanding of customer experience platforms and workflow automation.
Hands-on experience with Amazon Connect and Zendesk.
Project Management – managing competing priorities, tracking progress, resolving issues, and maintaining delivery momentum.
Collaborative Mindset – comfortable working cross-functionally with internal stakeholders and clients.
Team Leadership – setting direction, motivating teams, and fostering a high-performance culture.

Responsibilities

Lead and coach digital delivery teams to ensure quality and execution.
Own end-to-end delivery of digital initiatives.
Optimize Amazon Connect and Zendesk platforms for customer experience.
Collaborate across teams to drive digital growth.
Improve customer journeys and satisfaction.
Implement best practice delivery frameworks.
Foster a culture of delivery excellence.

Skills

Digital Delivery Leadership

CX Technology Expertise

Knowledge of Amazon Connect

Knowledge of Zendesk

Project Management

Collaborative Mindset

Team Leadership

Tools

Amazon Connect

Zendesk

Job description

This range is provided by Cactus Search. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Are you a digital leader with a passion for improving customer experience through innovation and technology? Do you thrive on bringing digital solutions to life — not just talking about transformation, but delivering it? If so, we’d love to hear from you.

This business is on an ambitious growth journey — and we’re looking for a Digital Director to take ownership of our clients digital strategy and delivery capability to help drive its growth. This is a high-impact role where you’ll help set and drive the digital growth strategy and lead a team of developers and digital specialists to implement customer experience technologies that drive value for both clients and end users.

You’ll be accountable for the delivery of automation, analytics, and platform-based initiatives, working across teams to embed transformation into the heart of our clients services. Critically, you’ll bring deep knowledge of Amazon Connect and Zendesk — two of the core technologies — ensuring you are maximising their potential to create seamless, efficient, and intelligent customer experiences.

Overview

What You’ll Be Doing

Lead Digital Delivery Teams – Build, lead, and coach a team of developers and digital delivery professionals. Drive execution, quality, and continuous improvement across multiple workstreams.
Deliver Digital Transformation Projects – Own end-to-end delivery of digital initiatives — ensuring they’re scoped accurately, implemented effectively, and deliver measurable outcomes for clients.
Champion Amazon Connect and Zendesk – Play a central role in deploying and optimising Amazon Connect and Zendesk platforms, ensuring they are configured to support scalable, high-quality customer experiences. These platforms are fundamental to client offerings, enabling intelligent routing, automation, integration, and personalised support across channels.
Collaborate Across the Business to Drive Digital Growth – Work closely with solutions, operations, commercial, and client teams to set and drive the digital growth strategy and deliver transformation that aligns with strategic and operational priorities.
Drive Digital Customer Experience – Ensure all digital initiatives contribute to improving customer journeys, reducing friction, and increasing efficiency and satisfaction.
Implement Best Practice Delivery Frameworks – Develop and maintain repeatable delivery processes, adopting agile and hybrid methodologies to support fast, flexible execution.
Support a Culture of Delivery Excellence – Embed a mindset of ownership, innovation, and delivery impact across your team and wider digital initiatives.

Qualifications

Proven Digital Delivery Leadership – Experience leading teams to deliver transformation projects with a focus on customer experience and operational value.
CX Technology Expertise – Strong understanding of customer experience platforms, workflow automation, and digital service delivery.
Deep Knowledge of Amazon Connect and Zendesk – Hands-on experience with both platforms, including deployment, configuration, and integration. Able to guide teams and stakeholders on how to maximise functionality, automation, and service design through these tools.
Project Management Strength – Skilled at managing competing priorities, tracking progress, resolving issues, and maintaining delivery momentum.
Collaborative Mindset – Comfortable working cross-functionally and engaging with both internal stakeholders and clients to co-deliver digital solutions and help set digital strategy.
Team Leadership – Confident in setting direction, motivating teams, and creating a high-performance, delivery-focused culture.

Preferred Experience

Experience in customer-focused industries such as retail, ecommerce, or financial services.
Exposure to automation tools, low-code/no-code platforms, and data analytics.
Familiarity with agile and iterative delivery environments.
Strong communication and stakeholder management skills.

Seniority level