Head of Contact Centre Change & Automation

This role will lead the Change Continuous Improvement and AI & Automation functions across Customer Operations - spanning Customer Service Player Protection Fraud and Digital Operations.

This role is pivotal in delivering the Customer Operations strategy that sets out to lead the market in customer engagement and protection. It will ensure our operating model evolves through structured change continuous improvement and intelligent automation that enhances customer experience drives operational efficiency and protects our players.

The postholder will own change governance within Operations ensuring all change whether process product or technology - is delivered with discipline transparency and measurable value. They will work closely with Product Technology Marketing and Compliance to influence priorities align delivery roadmaps and ensure operational readiness for transformation at scale.

Strategic Leadership

• Lead the operational delivery of the Customer Operations strategy ensuring change CI and automation directly contribute to our ambition of market-leading engagement and protection.
• Translate strategic intent into an actionable roadmap across change CI and AI capabilities ensuring focus on value creation scalability and colleague enablement.
• Represent Operations as a key partner in enterprise-level strategy and transformation discussions.

Change Governance & Delivery

• Own and embed robust change governance for all initiatives impacting Customer Operations ensuring appropriate planning stakeholder alignment and operational readiness.
• Lead the change function to deliver structured well-sequenced change balancing agility with control.
• Ensure clear visibility of all in-flight and upcoming change with dependencies managed and risks mitigated.
• Partner closely with Product Technology and Marketing to coordinate delivery plans ensuring minimal disruption to frontline operations.

Continuous Improvement

• Build and lead a new Continuous Improvement team establishing the structure processes and capability needed to drive ongoing optimisation across all operational areas.
• Embed a practical and scalable CI framework underpinned by Lean methodology or similar and a data-led approach.
• Build a strong pipeline of improvement initiatives across process product people and technology

AI & Automation Leadership

• Build and lead a new AI Orchestration team responsible for conversational AI agent assist automation and insight optimisation.
• Develop an AI and automation roadmap that improves customer experience agent efficiency and service quality.
• Partner with Product and Technology to ensure tooling is scalable secure and aligned with the Groups technology strategy.
• Oversee governance monitoring and performance measurement of AI tools to ensure responsible compliant usage.

Stakeholder Management & Collaboration

• Build trusted relationships across Product Technology Marketing and Compliance influencing priorities and ensuring alignment to operational and regulatory objectives.
• Serve as the primary interface between Operations and Interactive/Group transformation teams ensuring joined-up execution of change.
• Collaborate with internal and external partners to identify innovation opportunities that enhance engagement protection and performance.

Leadership & Capability Building

• Lead and develop a multi-disciplinary team spanning change CI and AI/automation fostering collaboration and shared purpose.
• Promote a high-performance learning-oriented culture that values curiosity accountability and innovation.
• Define clear success metrics for each function linking them to operational performance and strategic outcomes.

Qualifications :

Essential

• Significant experience leading operational change continuous improvement or transformation within a large-scale contact centre environment.
• Familiarity with the contact-centre technology landscape and architectures.
• Strong understanding of change governance and programme delivery methodologies.
• Proven track record of deploying and optimising AI and automation solutions within a customer service OR contact centre environment.
• Demonstrable experience of working cross-functionally with Product Technology Marketing and Compliance teams.
• Expertise in embedding CI methodologies (Lean Six Sigma or equivalent) and delivering measurable business benefits.
• Excellent stakeholder management and influencing skills able to operate confidently with senior leadership.

Desired

• Experience in multi-site or international operational environments.
• Change management and/or CI qualification (e.g. Prosci Lean Six Sigma Green/Black Belt).
• Experience in regulated industries ideally gaming fintech or telecoms.

Personal Qualities Desired

• Strategic and outcome-focused able to translate business vision into practical delivery plans.
• Builder and shaper thrives on establishing new capability and embedding structure into complex environments.
• Influential and credible capable of shaping decisions and influencing cross-functional priorities.
• Commercially astute understands the link between operational efficiency customer experience and profitability.
• Collaborative and people-centred inspires teams and partners through transparency empathy and clarity.
• Innovative and curious passionate about emerging technology and data-driven improvement.
• Disciplined yet pragmatic balances governance and agility to deliver meaningful sustainable change.

Additional Information :

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant inclusive and fulfilling work environment so you can #BeYourself

Youll get a competitive salary combined with some great benefits.

is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks were here for you.

Well also invest in your growth by providing development opportunities leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK WIN and GROW with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

From pensions to bonus schemes and private medical insurance to life insurance weve got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out whats in place in your location.

We are committed to being an inclusive employer ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview please let us know.

Youre probably wondering outside of a fun exciting and varied role what else do you get Youll get a fantastic salary combined with some leading benefits. is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks were here for you.

Well also invest in your growth by providing development opportunities leadership training and cutting-edge industry certifications so you have the tools and resources to help you work win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made please reach out to let us know ahead of your interview. 

Remote Work :

No

Employment Type :

Full-time