Head of Digital Colleague Experience & Transformation

Royal London Group; Glasgow; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

28 days annual leave

Employer pension (up to 14%)

Private medical insurance

Job summary

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.

Responsibilities

• 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.

Skills

Transformation leadership

Contact centre leadership

Operational excellence

Digital / AI awareness

Stakeholder influence

Cross-functional collaboration

CCaaS experience

NICE CXone familiarity

Generative AI knowledge

Tools

CCaaS

NICE CXone

Generative AI

Job description

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.