Head of Operations Automation & Innovation

Royal London; Glasgow; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

A leading mutual life insurance company is seeking a Head of Operations & Automation Innovation to lead their Group Customer Operations team. This pivotal role focuses on driving operational transformation through technology and digital innovation. Responsibilities include overseeing the Automation & Innovation Hub, delivering strategies to enhance operational efficiency and building a future-ready workforce. Applicants should have strong experience in intelligent automation technologies and a strategic mindset. This position offers a hybrid work style based in the UK.

Benefits

28 days annual leave

Up to 14% employer matching pension scheme

Private medical insurance

Qualifications

• Deep understanding of intelligent automation technologies.
• Experience in designing scalable and secure automation architecture.
• Proven ability to manage the full technology lifecycle.

Responsibilities

• Lead the Automation & Innovation Hub, executing strategy aligned with goals.
• Oversee lifecycle of improvement initiatives.
• Build capability governance and performance frameworks.

Skills

Intelligent automation technologies

Customer journey mapping

Operational excellence

Process redesign

Agile methodologies

Influencing and relationship-building

Data interpretation

Tools

UiPath

Blue Prism

Automation Anywhere

Microsoft Power Automate

Job description

Job Title: Head of Operations & Automation Innovation

Contract Type: Permanent

Location: Edinburgh, Glasgow or Alderley Park (Wilmslow)

Working style: Hybrid 50% home / office based

Closing date: 9th December 2025

Job Summary

We are hiring a Head of Operations Automation & Innovation to join our Group Customer Operations team. This pivotal role leads the Automation & Innovation Hub driving operational transformation through technology, digital innovation and operational excellence.

As Head of Operations Automation & Innovation you will define and deliver strategies that accelerate process efficiencies and strategic transformation. You will blend automation, AI, customer journey mapping and continuous improvement to support the overall transformation of the business. This is a unique opportunity to shape the future of operations leveraging every tool in the transformation toolbox to deliver value for customers and colleagues.

About the Role

• Lead the Automation & Innovation Hub within Group Customer Operations, setting and executing a technology and innovation strategy aligned with organisational goals.
• Oversee the full lifecycle of improvement initiatives from opportunity identification to benefit realization.
• Act as a strategic interface between operations transformation and technology, building capability governance and performance frameworks.
• Monitor market trends and emerging technologies to continuously evolve digital strategy and tooling.
• Enable and support broader technology and transformation agendas including automation, AI, data and digital adoption.
• Conduct comprehensive customer journey mapping and continuous improvement activities.
• Build and embed best practices, governance controls and capability across the organisation.
• Partner with business and technology teams to deliver impactful transformation solutions.
• Build a future‑ready workforce equipped to leverage technology effectively.
• Ensure delivery meets IT security resilience and compliance standards.
• Develop and manage a prioritised pipeline of technology opportunities balancing quick wins with strategic initiatives.
• Track and report on performance metrics and realised benefits.

About You

• Deep understanding of intelligent automation technologies (e.g. RPA, IDP, workflow orchestration, AI/ML integration).
• Experience designing scalable, secure and resilient automation architecture.
• Skilled in customer journey mapping, operational excellence and process redesign.
• Proven ability to manage the full technology lifecycle and cross‑functional delivery teams.
• Familiarity with agile and iterative delivery methodologies.
• Strong knowledge of IT security, data privacy and regulatory compliance.
• Hands‑on experience with leading automation platforms (e.g. UiPath, Blue Prism, Automation Anywhere, Microsoft Power Automate).
• Ability to scan the external environment for emerging trends and translate insights into actionable strategies.
• Experience developing training playbooks and frameworks to build automation capability.
• Strong influencing and relationship‑building skills across business, technology and transformation functions.
• Strategic thinker with a customer‑centric mindset and a passion for continuous improvement.
• Comfortable interpreting data and using it to shape strategy and action.
• Experience leading multi‑disciplinary teams and managing budgets for automation and innovation initiatives.

About Royal London

We are the UK’s largest mutual life pensions and investment company offering protection, long‑term savings and asset management products and services. Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values: Empowered, Trustworthy, Collaborate, Achieve.

We’ve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here – Our Benefits.

Inclusion, Diversity and Belonging

We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected whatever their background.

Key Skills

• Succession Planning
• Growing Experience
• Expense Management
• Management Experience
• Rackspace
• Laboratory Management
• Senior Leadership
• Operations Management
• Relationship Management
• Leadership Experience
• Negotiation
• Taxonomy

Employment Type: Full Time

Experience: years

Vacancy: 1

Required Experience: Director