Customer Service Transformation Lead

We are seeking an accomplished and forward-thinking Group Customer Service Transformation Lead to re-imagine and modernise how we deliver customer care across the Group. You will lead the selection and rollout of a new omnichannel service platform, define how workflows across teams and channels, and put in place the performance framework that shows whether we are getting better for our customers and our business. * Embed AI-driven automation, self-service and knowledge management so that customers can resolve simple issues quickly and colleagues have the right information at their fingertips. We are in the middle of a major digital transformation, reshaping our customer experience, digital platforms, and operating model for the future. This role will lead the design and implementation of a new Group customer service operating model.