Head of Digital Services and Enablement

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

We work with people in over 150 countries and reach over 700 million people.

We connect. We inspire.

Role Purpose

We are looking for a strategic, innovative and forward-thinking leader to join us as Head of Digital Services & Enablement , driving digital transformation and shaping the future of Customer Sales & Service (CSS).

In this pivotal role, you will lead digital optimisation, customer systems and platforms, knowledge management, service enablement, automation and AI adoption to enhance customer experience, improve operational efficiency and drive business growth.

Reporting to the Director of Customer Operations Delivery, you will play a key role in delivering the CSS Strategy and Customer Operations Target Operating Model (TOM), working collaboratively with Technology, Product, Marketing, Exams and Operations teams to drive innovation, continuous improvement and seamless service delivery.

Main Accountabilities

- Lead the Digital Services & Enablement strategy and roadmap aligned with CSS priorities.
- Manage Digital Optimisation, Systems and Knowledge Management leaders, driving performance and capability development.

- Enhance digital customer journeys, self-service capabilities, customer satisfaction and conversion through analytics and continuous improvement.

- Lead customer systems and platform optimisation, partnering with Technology to align capabilities with business needs.

- Establish knowledge management standards, ensuring accurate, accessible information and consistent service quality across CSS.

- Drive AI adoption, automation and innovation to improve customer experience, operational efficiency and business outcomes.

- Monitor performance measures and leverage customer, operational and commercial insights to guide improvements and investments.

- Build partnerships across Technology, Marketing, Customer Management, Exams, Product and external suppliers, influencing strategic decisions and transformation.

- Develop high-performing teams, strengthen succession planning and foster accountability, collaboration and continuous improvement.

Why Join Us?

- Shape the Future of Digital Services: Lead the digital strategy and transformation roadmap, creating smarter, more seamless customer experiences across global markets.
- Champion Innovation and AI: Drive the adoption of automation, AI-enabled solutions and emerging technologies to transform service delivery and improve business performance.
- Make a Global Impact: Influence digital services, customer systems and knowledge management capabilities supporting millions of customers worldwide.
- Drive Strategic Transformation: Collaborate with senior leaders across Technology, Marketing, Exams, Product and Operations to shape strategic priorities and deliver meaningful change.
- Lead and Inspire: Build and develop high-performing teams, foster innovation and collaboration, and strengthen organisational capabilities for the future.

Qualifications & Work Experience

Qualification

- Essential: Degree level qualification or equivalent professional experience.
- Desirable: Postgraduate qualification in Business Management, Customer Experience, Digital Transformation, Technology Management or a related discipline

Work Experience

Essentials

- Significant leadership experience within customer operations, digital services, customer experience, operational excellence or service transformation functions.
- Demonstrable experience leading multidisciplinary teams delivering digital services, systems, platforms, knowledge management or customer enablement capabilities.
- Proven track record of delivering strategic transformation programmes that improve customer outcomes, operational performance and organisational effectiveness.
- Experience developing and implementing operating models, governance frameworks and performance measurement approaches within complex global organisations.
- Experience leading system, platform or technology-enabled improvements in partnership with technology and business stakeholders.
- Proven success in driving digital adoption, self-service capability, automation or AI-enabled service improvements.

Important Information

- UK-based role (hybrid / remote considered, with global collaboration)
- Senior leadership position within Customer Sales & Service
- Opportunity to work across international markets and teams
- Requires strong cross-cultural collaboration and influencing capability
- Right to work in the UK required (no visa sponsorship and relocation support provided)
- Annual salary (gross): From 56,813 GBP to 69,206 GBP
- Pension scheme: We offer membership of the Civil Service Pension Scheme to support your long-term financial wellbeing
- Closing date: Tuesday, 10 November 2026 (23.59 ICT-16.59 GMT)

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and we welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability, and ensure staff are drawn from the widest possible pool of talent and we guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
 
Safeguarding Statement

The British Council is committed to safeguarding children, young people, and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email [email protected]