Head of Digital Services & Enablement Global Transformation

Cactus Search is looking to connect with an experienced Head of Digital Services & Enablement for a senior, internationally focused leadership opportunity.

This is a strategic role for someone who can bring together digital technology, customer experience, systems and operational excellence to deliver meaningful improvements across a complex, large-scale organisation.

The focus will be on building the capabilities, platforms and processes that make customer service smarter, more efficient and easier to access.

Key areas of responsibility include:

• Developing and delivering a strategic digital services and enablement roadmap.
• Leading digital optimisation, customer systems, platforms and knowledge management.
• Driving customer journey improvements, self-service adoption and reduced customer effort.
• Identifying opportunities to leverage AI, automation and emerging technologies.
• Using customer insight, operational data and performance metrics to prioritise investment and demonstrate results.
• Leading cross-functional transformation initiatives spanning people, processes and technology.
• Building strong partnerships with senior stakeholders, technology teams and external suppliers.
• Developing high-performing teams and embedding a culture of innovation and continuous improvement.

We're keen to hear from leaders who bring:

• Significant experience across digital services, customer operations, CX or service transformation.
• A proven track record of leading multidisciplinary teams and delivering strategic change at scale.
• Strong knowledge of customer platforms, digital channels, automation and technology-enabled service improvements.
• Experience developing operating models, governance frameworks and performance measures.
• The commercial awareness and stakeholder influence to turn strategic ambitions into measurable business outcomes.