Digital Customer Director - Scotland
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.