Head of Digital Services & Enablement

Cactus Search; Greater London; Sur place; GBP 120 000 - 170 000; Plein temps

Résumé du poste

Cactus Search is seeking an experienced Head of Digital Services & Enablement to lead a global, senior-level transformation. The role focuses on building digital capabilities, improving customer experiences and enabling more efficient operations across an international organisation.

You will shape strategy, manage senior stakeholder relationships and build high-performing teams, leveraging AI, automation and emerging technologies to deliver measurable business outcomes.

Qualifications

• Significant experience across digital services, CX or service transformation.
• Proven track record leading multidisciplinary teams at scale.
• Strong knowledge of customer platforms, digital channels and automation.
• Experience developing operating models, governance and performance measures.

Responsabilités

• Develop a strategic roadmap for digital services and enablement.
• Lead digital optimisation and customer systems platforms.
• Drive customer journey improvements and self-service adoption.
• Identify opportunities to leverage AI, automation and emerging tech.
• Use insights and metrics to prioritise investment and demonstrate results.
• Lead cross-functional transformation across people, processes and technology.
• Build partnerships with senior stakeholders, tech teams and suppliers.
• Develop high-performing teams and foster innovation.

Connaissances

Leadership

Digital strategy

Customer operations

Cross-functional leadership

AI & Automation awareness

Outils

CRM platforms

Knowledge management systems

Description du poste

Cactus Search is looking to connect with an experienced Head of Digital Services & Enablement for a senior, internationally focused leadership opportunity.

This is a strategic role for someone who can bring together digital technology, customer experience, systems and operational excellence to deliver meaningful improvements across a complex, large-scale organisation.

The focus will be on building the capabilities, platforms and processes that make customer service smarter, more efficient and easier to access.

Key areas of responsibility include:

• Developing and delivering a strategic digital services and enablement roadmap.
• Leading digital optimisation, customer systems, platforms and knowledge management.
• Driving customer journey improvements, self-service adoption and reduced customer effort.
• Identifying opportunities to leverage AI, automation and emerging technologies.
• Using customer insight, operational data and performance metrics to prioritise investment and demonstrate results.
• Leading cross-functional transformation initiatives spanning people, processes and technology.
• Building strong partnerships with senior stakeholders, technology teams and external suppliers.
• Developing high-performing teams and embedding a culture of innovation and continuous improvement.

We're keen to hear from leaders who bring:

• Significant experience across digital services, customer operations, CX or service transformation.
• A proven track record of leading multidisciplinary teams and delivering strategic change at scale.
• Strong knowledge of customer platforms, digital channels, automation and technology-enabled service improvements.
• Experience developing operating models, governance frameworks and performance measures.
• The commercial awareness and stakeholder influence to turn strategic ambitions into measurable business outcomes.

This is an opportunity to shape how digital capabilities, systems and technology enable better customer experiences and stronger operational performance across an international organisation.

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