Job Title: Head of Operations & Automation Innovation
Contract Type: Permanent
Location: Edinburgh, Glasgow, or Alderley Park (Wilmslow)
Working style: Hybrid 50% home/office based
Closing date: 9th December 2025
Job Summary
We are hiring a Head of Operations Automation & Innovation to join our Group Customer Operations team. This pivotal role leads the Automation & Innovation Hub, driving operational transformation through technology, digital innovation, and operational excellence.
As Head of Operations Automation & Innovation, you will define and deliver strategies that accelerate process efficiencies and strategic transformation. You will blend automation, AI, customer journey mapping, and continuous improvement to support the overall transformation of the business. This is a unique opportunity to shape the future of operations, leveraging every tool in the transformation toolbox to deliver value for customers and colleagues.
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About the Role
* Lead the Automation & Innovation Hub within Group Customer Operations, setting and executing a technology and innovation strategy aligned with organizational goals.
* Oversee the full lifecycle of improvement initiatives, from opportunity identification to benefit realization.
* Act as a strategic interface between operations, transformation, and technology, building capability, governance, and performance frameworks.
* Monitor market trends and emerging technologies to continuously evolve digital strategy and tooling.
* Enable and support broader technology and transformation agendas, including automation, AI, data, and digital adoption.
* Conduct comprehensive customer journey mapping and continuous improvement activities.
* Build and embed best practices, governance, controls, and capability across the organization.
* Partner with business and technology teams to deliver impactful transformation solutions.
* Build a future-ready workforce equipped to leverage technology effectively.
* Ensure delivery meets IT security, resilience, and compliance standards.
* Develop and manage a prioritized pipeline of technology opportunities, balancing quick wins with strategic initiatives.
* Track and report on performance metrics and realized benefits.
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About You
* Deep understanding of intelligent automation technologies (e.g., RPA, IDP, workflow orchestration, AI/ML integration).
* Experience designing scalable, secure, and resilient automation architectures.
* Skilled in customer journey mapping, operational excellence, and process redesign.
* Proven ability to manage the full technology lifecycle and cross-functional delivery teams.
* Familiarity with agile and iterative delivery methodologies.
* Strong knowledge of IT security, data privacy, and regulatory compliance.
* Hands-on experience with leading automation platforms (e.g., UiPath, Blue Prism, Automation Anywhere, Microsoft Power Automate).
* Ability to scan the external environment for emerging trends and translate insights into actionable strategies.
* Experience developing training, playbooks, and frameworks to build automation capability.
* Strong influencing and relationship-building skills across business, technology, and transformation functions.
* Strategic thinker with a customer-centric mindset and a passion for continuous improvement.
* Comfortable interpreting data and using it to shape strategy and action.
* Experience leading multi-disciplinary teams and managing budgets for automation and innovation initiatives.
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. You can see all our benefits here - Our Benefits.
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.