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# Digital Colleague Experience Lead - Acting Head of

- **Company:** Royal London Group
- **Location:** Alderley Edge, UK
- **Experience:** Expert
- **Salary:** £58,286
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Web Portals, LiveChat, Generative AI, Agentic-AI
- **Published:** November 6, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5953519215

## About the Role

* Experience leading complex transformation within a large-scale Contact Centre, customer service, or operational environment
 * Strong workflow and process redesign experience, with the ability to rethink services end-to-end rather than digitising existing processes
 * Experience of CCaaS and modern contact centre platforms, ideally NICE CXone or similar enterprise platforms
 * Knowledge of automation and Generative AI, with an understanding of emerging Agentic AI opportunities
 * Strong understanding of omnichannel customer journeys across assisted service, digital channels, and self-service
 * Ability to work across Digital, Technology, and Operations, connecting strategy, technology capability, and operational reality
 * Commercial judgement, with experience prioritising investment and linking transformation to measurable business benefits
 * Strong senior stakeholder leadership and influencing skills, creating alignment across differing priorities and perspectives. Turning strategy and ideas into implementation and measurable results

## Description

* 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
 * 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
 * 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
 * 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
 * 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
 * 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