Digital Manager

The tools and technology used by our customer-facing colleagues play a critical role in delivering great customer outcomes, which is why we're looking for a Digital Manager to help shape and improve these digital platforms, services and journeys that support colleagues across our Operations and Contact Centre teams.

Working within the Chief Digital Office, you'll partner closely with Operations, Technology and Digital teams to identify pain points, prioritise improvements and deliver meaningful digital change. Using colleague insight, operational data and customer feedback, you'll help create simpler, smarter experiences that make it easier for colleagues to support customers every day.

This is a highly collaborative role with significant exposure to senior stakeholders, requiring someone who can build strong relationships, influence decision-making and drive change across a complex organisation.

• Own the roadmap deliverables, performance and continuous improvement of colleague-facing digital platforms and services.
• Partner with Contact Centre and Operations teams to understand pain points and identify opportunities to improve colleague and customer outcomes.
• Lead delivery within a cross-functional agile squad, working closely with Technology, UX and business teams.
• Use operational insight, colleague feedback and data to prioritise change and maximise business value.
• Drive continuous improvement through testing, learning and evidence-based decision-making.
• Build strong relationships with senior stakeholders across Digital, Operations and Technology to gain alignment and support delivery.
• Ensure solutions are delivered in line with governance, security and regulatory requirements.

Contract type: Permanent
Location: Alderley Park, Glasgow
Working style: Hybrid 50% home/office based
Closing date: 14th October 2026

• Experience leading digital products, platforms, services or operational change initiatives within a complex organisation.
• Strong understanding of Contact Centre or operational environments and the technology used to support customer service delivery.
• Experience working in agile teams and delivering technology-enabled change.
• Proven ability to identify operational pain points and translate them into practical digital solutions.
• Strong stakeholder management and influencing skills, with experience engaging Heads of departments and other senior leaders.
• Comfortable balancing colleague experience, customer outcomes, business priorities and risk considerations.
• Passionate about improving how colleagues use digital tools and technology to deliver better customer outcomes.