Digital Customer Director - Edinburgh Or Glasgow
12-month inside IR35 contract | £550+ per day
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 life cycle 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
* Drive customer-centric, multi-channel digital services
* Embed clear product/service life cycles, 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
* Confident leading in complex, ambiguous public-sector environments
* Excellent senior stakeholder and partner engagement skills
* Experience driving innovation through automation, digitisation and AI
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.