Head of Digital Services & Enablement | Global Transformation

Cactus Search Ltd; Greater London; Sur place; GBP 120 000 - 180 000; Plein temps

Résumé du poste

Cactus Search Ltd seeks an accomplished Head of Digital Services & Enablement to drive a senior, internationally focused leadership agenda. The role unites digital technology, customer experience and operational excellence to deliver meaningful improvements at scale.

You will build capabilities, platforms and processes that make customer service smarter, more efficient and easier to access across a large organisation, while leading multidisciplinary teams and partnering with senior stakeholders.

Qualifications

• Senior leader with breadth across digital services and CX transformation.
• Track record delivering strategic change at scale.
• Strong knowledge of customer platforms, digital channels and technology-enabled service improvements.
• Experience developing operating models, governance frameworks and performance measures.
• Commercial awareness and ability to translate strategy into measurable outcomes.

Responsabilités

• Develop and deliver a strategic digital services and enablement roadmap.
• Lead digital optimisation, customer systems, platforms and knowledge management.
• Drive customer journey improvements, self-service adoption and reduced effort.
• Identify opportunities to leverage AI, automation and emerging tech.
• Use insights and performance data to prioritise investments and show value.
• Lead cross-functional transformation spanning people, processes and technology.
• Build partnerships with senior stakeholders, tech teams and suppliers.
• Develop high-performing teams and foster innovation and continuous improvement.

Connaissances

Leadership

Digital transformation

Customer operations

Stakeholder management

AI & automation

Strategy development

Change management

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.

#DigitalTransformation #CustomerExperience #DigitalServices #Automation #AI #OperationalExcellence #Leadership #ExecutiveSearch #CactusSearch