Digital Customer Director - Scotland

Digital Customer Director - Edinburgh Or Glasgow

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.