Digital Colleague Experience Lead - Acting Head of
Core
Lead transformation across Contact Centres and Group Operations, connecting contact centre capabilities with digital customer journeys to create simpler, joined-up experiences.
Role type
Senior transformation lead (Operations, Digital, and AI)
Builds
End-to-end workflows, digital journeys, and CCaaS/AI implementations
Domain
Financial services (Life, pensions, investment) + Contact Centre Operations
Required skills
Large-scale service operations transformation, workflow and process redesign, CCaaS platform expertise, automation and Generative AI leadership, omnichannel journey design, commercial investment prioritization, senior stakeholder leadership
Preferred skills
Experience with NICE CXone or similar enterprise platforms, understanding of Agentic AI
Technologies
CCaaS, Generative AI, Agentic AI, NICE CXone
Responsibilities
Translate strategy into practical change across people, processes, technology, and customer experience; Rethink customer journeys and colleague workflows to remove manual activity and duplication; Connect telephony, email, chat, and live chat with mobile apps, web portals, and self-service; Lead the implementation and evolution of CCaaS, automation, and Generative AI; Align senior stakeholders across Digital, Technology, Operations, Change, and Distribution; Connect roadmaps and investment priorities to measurable business benefits
