Head of Technology and Delivery - Customer Operations

The Head of Technology and Delivery is a senior leadership role responsible for accelerating the pace of technology transformation and value delivery for the relevant business domains, underpinned by stable and safe operational services. This role will lead relevant Technology teams (directly and indirectly), to create a powerful engine for growth, experimentation, and execution. Acting as the key partner to the relevant business leadership team(s), the Head of Technology and Delivery ensures that technology roadmaps and initiatives are aligned with business goals, delivering measurable outcomes. The role is also responsible for ensuring the right skills and capacity exist to design, deliver and run all technology changes and services for the business area. Customer Operations has an ambitious data‑driven, digital‑first contact strategy across customer touchpoints including voice, messaging and digital. The aim is to balance cost efficiency, value optimisation and customer experience, moving beyond incremental improvements to transformative, high‑impact change. The Head of Technology and Delivery for Customer Operations will be critical to accelerating strategic delivery and evolving our core digital, contact centre and insurance platforms.