Digital Platform Lead – Customer Service (12-Month FTC / Contract)
About the Role
We’re looking for a proactive and collaborative Digital Platform Lead to take ownership of a central digital hub used by Customer Service teams. This platform serves as a single destination for learning, communications, tools, and operational support.
You will be responsible for ensuring the platform continues to evolve, scale, and deliver a high-quality, intuitive user experience. Working closely with cross-functional teams, you will shape the roadmap, uphold UX and design standards, and optimise how teams engage with the platform.
What You’ll Do
* Own the strategic vision and delivery plan for the platform, including prioritisation and long-term development
* Lead platform governance processes, improving decision-making, ownership clarity, and documentation
* Drive the roadmap, ensuring new features and updates are successfully delivered and adopted
* Act as the day-to-day platform owner, ensuring content meets UX, design, and accessibility standards
* Collaborate with stakeholders to gather requirements and align on priorities
* Support teams in optimising their use of the platform and embedding best practices
* Maintain and improve processes for content publishing, templates, and workflows
* Lead the strategic direction of the CMS/low-code platform, identifying innovation opportunities and future enhancements
* Ensure consistency across all platform areas through defined design and content standards
* Analyse performance data and user feedback to continuously improve the user experience
* Support governance forums and senior stakeholder updates
What You’ll Bring
* Experience managing digital platforms, content, or online tools in a multi-stakeholder environment
* Working knowledge of CMS or low/no-code platforms (experience with Webflow is beneficial)
* Strong organisational skills with the ability to manage multiple priorities
* Understanding of UX and design principles, with the ability to apply them consistently
* Strong stakeholder management and communication skills
* Ability to bring structure to ambiguity and drive continuous improvement
* Confidence working with data and insights to inform decisions
Working Model
* Hybrid working: 3 days per week in the office
* 12-month fixed-term contract
* Full-time (37.5 hours per week)
What’s on Offer
* Competitive benefits package including pension and private healthcare
* Access to entertainment and streaming services
* Discounts and cashback across a wide range of retailers
* Flexible working environment supporting work-life balance
Inclusion & Diversity
This organisation is committed to building an inclusive workplace where everyone can thrive. Applications are welcomed from all backgrounds, and support is available throughout the recruitment process if required.
Additional Information
* Pre-employment checks, including a criminal record check, may be required