Head of Omnichannel Transformation

The Head of Omnichannel Transformation leads the transformation of integrated customer-facing and back-office operations. Defines and delivers the omnichannel strategy for seamless customer journeys across all touchpoints including contact centre (voice, chat, email), digital self-service, and workflow automation. Accountable for the design, implementation, and optimisation of contact centre platforms, CRM, workflow orchestration, process automation, and case management systems.