Head of Digital Services and Enablement

British Council; United Kingdom; Hybrid; GBP 57,000 - 69,000; Full time

Job summary

The British Council is seeking a strategic, innovative Head of Digital Services & Enablement to drive digital transformation across Customer Sales & Service (CSS). You will lead digital optimisation, customer systems, knowledge management, service enablement, automation and AI adoption to enhance customer experience and operational efficiency.

Reporting to the Director of Customer Operations Delivery, you will help deliver the CSS Strategy and TOM, collaborating with Technology, Product,

Qualifications

• Significant leadership experience within customer operations and digital services.
• Experience leading multidisciplinary teams delivering digital services, systems, platforms, knowledge management or customer enablement capabilities.
• Proven track record of delivering strategic transformation programmes that improve customer outcomes, operational performance and organisational effectiveness.
• Experience developing and implementing operating models, governance frameworks and performance measurement approaches within complex global organisations.
• Experience leading system, platform or technology-enabled improvements in partnership with technology and business stakeholders.
• Proven success in driving digital adoption, self-service capability, automation or AI-enabled service improvements.
• UK-based role (hybrid / remote considered, with global collaboration)
• Senior leadership position within Customer Sales & Service
• Opportunity to work across international markets and teams
• Requires strong cross-cultural collaboration and influencing capability
• Right to work in the UK required (no visa sponsorship and relocation support provided)

Responsibilities

• Lead the Digital Services & Enablement strategy and roadmap aligned with CSS priorities.
• Manage Digital Optimisation, Systems and Knowledge Management leaders, driving performance and capability development.
• Enhance digital customer journeys, self-service capabilities, customer satisfaction and conversion through analytics and continuous improvement.
• Lead customer systems and platform optimisation, partnering with Technology to align capabilities with business needs.
• Establish knowledge management standards, ensuring accurate, accessible information and consistent service quality across CSS.
• Drive AI adoption, automation and innovation to improve customer experience, operational efficiency and business outcomes.
• Monitor performance measures and leverage customer, operational and commercial insights to guide improvements and investments.
• Build partnerships across Technology, Marketing, Customer Management, Exams, Product and external suppliers, influencing strategic decisions and transformation.
• Develop high-performing teams, strengthen succession planning and foster accountability, collaboration and continuous improvement.

Skills

Leadership

Digital transformation

Stakeholder management

Strategic programme delivery

Cross-cultural collaboration

Education

Degree level qualification or equivalent professional experience

Postgraduate qualification in Business Management, Customer Experience, Digital Transformation, Technology Management or a related discipline

Job description

We are looking for a strategic, innovative and forward-thinking Leader to join us as Head of Digital Services & Enablement, driving digital transformation and shaping the future of Customer Sales & Service (CSS).

In this pivotal role, you will lead digital optimisation, customer systems and platforms, knowledge management, service enablement, automation and AI adoption to enhance customer experience, improve operational efficiency and drive business growth.

Reporting to the Director of Customer Operations Delivery, you will play a key role in delivering the CSS Strategy and Customer Operations Target Operating Model (TOM), working collaboratively with Technology, Product, Marketing, Exams and Operations teams to drive innovation, continuous improvement and seamless service delivery.

Main Accountabilities

• Lead the Digital Services & Enablement strategy and roadmap aligned with CSS priorities.
• Manage Digital Optimisation, Systems and Knowledge Management leaders, driving performance and capability development.
• Enhance digital customer journeys, self-service capabilities, customer satisfaction and conversion through analytics and continuous improvement.
• Lead customer systems and platform optimisation, partnering with Technology to align capabilities with business needs.
• Establish knowledge management standards, ensuring accurate, accessible information and consistent service quality across CSS.
• Drive AI adoption, automation and innovation to improve customer experience, operational efficiency and business outcomes.
• Monitor performance measures and leverage customer, operational and commercial insights to guide improvements and investments.
• Build partnerships across Technology, Marketing, Customer Management, Exams, Product and external suppliers, influencing strategic decisions and transformation.
• Develop high-performing teams, strengthen succession planning and foster accountability, collaboration and continuous improvement.

Why Join Us?

• Shape the Future of Digital Services: Lead the digital strategy and transformation roadmap, creating smarter, more seamless customer experiences across global markets.
• Champion Innovation and AI: Drive the adoption of automation, AI-enabled solutions and emerging technologies to transform service delivery and improve business performance.
• Make a Global Impact: Influence digital services, customer systems and knowledge management capabilities supporting millions of customers worldwide.
• Drive Strategic Transformation: Collaborate with senior leaders across Technology, Marketing, Exams, Product and Operations to shape strategic priorities and deliver meaningful change.
• Lead and Inspire: Build and develop high-performing teams, foster innovation and collaboration, and strengthen organisational capabilities for the future.

Qualifications & Work Experience

Qualification

• Essential: Degree level qualification or equivalent professional experience.
• Desirable: Postgraduate qualification in Business Management, Customer Experience, Digital Transformation, Technology Management or a related discipline

Work Experience

• Significant leadership experience within customer operations, digital services, customer experience, operational excellence or service transformation functions.
• Demonstrable experience leading multidisciplinary teams delivering digital services, systems, platforms, knowledge management or customer enablement capabilities.
• Proven track record of delivering strategic transformation programmes that improve customer outcomes, operational performance and organisational effectiveness.
• Experience developing and implementing operating models, governance frameworks and performance measurement approaches within complex global organisations.
• Experience leading system, platform or technology-enabled improvements in partnership with technology and business stakeholders.
• Proven success in driving digital adoption, self-service capability, automation or AI-enabled service improvements.
• UK-based role (hybrid / remote considered, with global collaboration)
• Senior leadership position within Customer Sales & Service
• Opportunity to work across international markets and teams
• Requires strong cross-cultural collaboration and influencing capability
• Right to work in the UK required (no visa sponsorship and relocation support provided)
• Annual salary (gross): From 56,813 GBP to 69,206 GBP
• Pension scheme: We offer membership of the Civil Service Pension Scheme to support your long-term financial wellbeing