EXPLORE YOUR NEXT CHAPTER
Digital Colleague Experience Lead - Acting Head of
Royal London Group
Source: Headcount Labs ยท original listing โ
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Source date: 11/4/2026
About this role
ใ ค Contract type: Permenant Location: Alderley Park & Glasgow Working style: Hybrid 50% Looking for a Head of Digital Colleague Experience to lead the next stage of transformation across our Contact Centres and Group Operations. This is a senior transformation role at the intersection of Operations, Digital, and AI. Youโll bring together operational transformation, process redesign, CCaaS, automation, and AI to improve how our colleagues work and serve our customers. Youโll take an end-to-end view, connecting contact centre capabilities with digital customer journeys to create simpler, joined-up experiences across telephony, email, chat, mobile, web, and self-service. Weโre looking for someone with significant experience transforming complex service operations, with strong digital, technology, AI, and commercial leadership. About the role โข Lead transformation across Contact Centres and Group Operations: Translate strategy into practical change across people, processes, technology, and customer experience, using your understanding of large-scale service operations to shape transformation that works in practice โข Redesign end-to-end workflows and journeys: Rethink customer journeys and colleague workflows, removing manual activity, duplication, hand-offs, and workarounds. Identify opportunities to simplify, digitise, and automate processes for better outcomes โข Connect channels and digital journeys: Connect telephony, email, chat, and live chat with mobile apps, web portals, and self-service, creating seamless journeys between channels and giving colleagues the tools and information they need โข Shape our use of CCaaS, automation and AI: Lead the implementation and evolution of CCaaS, automation, and Generative AI, while exploring the potential of Agentic AI and where these technologies can improve experiences and operational performance โข Lead across organisational boundaries: Bring together Digital, Technology, Operations, Change, and Distribution, aligning senior stakeholders around outcomes and priorities while connecting strategic ambition with operational realities โข Turn investment into measurable outcomes: Connect roadmaps and investment priorities to customer, colleague, operational, and financial benefits, including simpler journeys, better experiences, reduced effort and cost-to-serve, increased productivity and capacity, and greater adoption of digital, automation, and self-service About you โข Experience leading complex transformation within a large-scale Contact Centre, customer service, or operational environment โข Strong workflow and process redesign experience, with the ability to rethink services end-to-end rather than digitising existing processes โข Experience of CCaaS and modern contact centre platforms, ideally NICE CXone or similar enterprise platforms โข Knowledge of automation and Generative AI, with an understanding of emerging Agentic AI opportunities โข Strong understanding of omnichannel customer journeys across assisted service, digital channels, and self-service โข Ability to work across Digital, Technology, and Operations, connecting strategy, technology capability, and operational reality โข Commercial judgement, with experience prioritising investment and linking transformation to measurable business benefits โข Strong senior stakeholder leadership and influencing skills, creating alignment across differing priorities and perspectives. Turning strategy and ideas into implementation and measurable results If you feel youโd be a great fit for Royal London but donโt meet every requirement, weโd still love to hear from you ใ ค About Royal London Weโre the UKโs 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, an up to 14% employer matching pension scheme and private medical insurance. Inclusion, diversity and belonging Weโre 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 โ whatever their background.