Strategic Leader - Digital Services & Enablement

Cactus Search; Greater London; On-site; GBP 120,000 - 170,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Digital strategy

Customer operations

Cross-functional leadership

AI & Automation awareness

Tools

CRM platforms

Knowledge management systems

Job description

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.