Head of Digital Colleague Experience & Transformation

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

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.