Digital Customer Director - Edinburgh Or Glasgow
Hybrid – Glasgow or Edinburgh
We’re hiring for our main public sector client as they embark on a major digital customer transformation programme.
This is a senior leadership role responsible for procuring, implementing and transforming a new CRM / customer platform, shaping modern, customer‑centric digital services and enabling scalable 1‑to‑many delivery models. The aim is to free up specialist teams to spend more time delivering high‑impact, human‑led outcomes.
You'll set the strategic direction for digital customer services, product governance and lifecycle management, while driving innovation through digitisation and AI enablement.
The role
* Lead the transition from the current CRM to a future customer platform
* Set strategy, governance and operating model for a large digital customer portfolio
* Embed clear product/service lifecycles, KPIs and MI
* Lead and shape a multidisciplinary digital delivery team
* Engage senior stakeholders across partner organisations and shared services
What we’re looking for
* Senior leader with experience delivering large digital or CRM transformation programmes
* Strong background in digital platforms, customer services or product portfolios
* Proven operating model and governance change experience
* Excellent senior stakeholder and partner engagement skills
* Experience driving innovation through automation, digitisation and AI
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