Digital Colleague Experience Lead

ㅤ

Contract type: Permanent
Location: Alderley Park
Working style: Hybrid 50%

As our Digital Colleague Experience Lead, you'll be acting as a Head of to provide senior business ownership for Royal London's digital contact centre platform, setting the vision, roadmap, investment priorities and success measures for the next phase of platform evolution. Working across Digital, Technology, Operations, Distribution and Change to ensure colleague digital capabilities are simple, scalable and aligned to Group Strategy, Consumer Duty and operational resilience.

About the role

Own & shape the digital platform strategy

• Define and deliver the roadmap for the digital contact centre platform.
• Translate business needs, customer insights and technology trends into strategic priorities.
• Own CXOne capabilities across Adviser, Customer, Colleague and Employer journeys.

Drive adoption, value & continuous improvement

• Improve service outcomes by reducing effort, simplifying journeys and increasing use of core platform capabilities.
• Shape investment priorities and track business benefits.
• Identify opportunities to reduce cost-to-serve through automation and simplification.

Lead innovation through automation, self-service & AI

• Develop the roadmap for automation, self-service and responsible AI capabilities.
• Prioritise initiatives that improve productivity, increase capacity and enhance customer interactions.
• Ensure appropriate governance, controls and benefit tracking for AI-enabled solutions.

Influence senior leaders & enterprise-wide decisions

• Align Digital, Technology, Operations, Distribution and Change teams around shared outcomes.
• Lead discussions on investment, risk, roadmap trade-offs and value delivery.
• Establish clear ownership and governance across capabilities.

Ensure strong governance & risk management

• Align Digital, Technology, Operations, Distribution and Change teams around shared priorities.
• Identify, assess and manage material risks.
• Support governance, assurance and audit activities.

About you

Experience

• Owning and developing enterprise digital platforms within complex organisations.
• Strong digital, platform or product leadership experience, ideally including CXOne.
• Track record of delivering measurable improvements in customer experience, productivity and operational performance.
• Strong commercial judgement with experience shaping investment priorities and tracking benefits.
• Ability to influence senior stakeholders across Digital, Technology, Operations, Distribution and Change.
• Experience delivering automation, self-service and AI capabilities within service or contact centre environments.
• Strong understanding of governance, risk and regulatory requirements, including Consumer Duty, operational resilience, data protection and information security.

Leadership

• Strategic, outcome-focused leader with strong commercial awareness.
• Confident communicator able to influence and support senior decision-making.
• Skilled at building trusted relationships and driving cross-functional collaboration.
• Passionate about using digital, automation and AI to improve colleague and customer outcomes.
• Values-led and people-focused, balancing efficiency with fairness, empathy and wellbeing

ㅤ

About Royal London

We’re the UK’s 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

We’re 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 – whatever their background.