Head of Digital Services & Enablement | Global Transformation

Cactus Search is looking to connect with an experienced Head of Digital Services & Enablement for a senior, internationally focused leadership opportunity. This is a strategic role for someone who can bring together digital technology, customer experience, systems and operational excellence to deliver meaningful improvements across a complex, large-scale organisation.

The focus will be on building the capabilities, platforms and processes that make customer service smarter, more efficient and easier to access.

Key areas of responsibility include:

Developing and delivering a strategic digital services and enablement roadmap. Leading digital optimisation, customer systems, platforms and knowledge management. Driving customer journey improvements, self-service adoption and reduced customer effort. Identifying opportunities to leverage AI, automation and emerging technologies. Using customer insight, operational data and performance metrics to prioritise investment and demonstrate results. Leading cross-functional transformation initiatives spanning people, processes and technology. Building strong partnerships with senior stakeholders, technology teams and external suppliers. Developing high-performing teams and embedding a culture of innovation and continuous improvement. We're keen to hear from leaders who bring:

Significant experience across digital services, customer operations, CX or service transformation. A proven track record of leading multidisciplinary teams and delivering strategic change at scale. Strong knowledge of customer platforms, digital channels, automation and technology-enabled service improvements. Experience developing operating models, governance frameworks and performance measures. The commercial awareness and stakeholder influence to turn strategic ambitions into measurable business outcomes. This is an opportunity to shape how digital capabilities, systems and technology enable better customer experiences and stronger operational performance across an international organisation.

Interested in learning more? Drop our team your CV & we can discuss in more depth.

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