About the Role

As the Process & Delivery Lead – Digital Service, you will be accountable for the end‑to‑end operational performance of our offshore digital service functions—including live chat and case management delivered through our offshore digital team.

You’ll drive operational excellence and compliance, uplift customer experience, and continually improve how we deliver digital service. With a blend of operational leadership, process optimisation, and strategic enablement, you will ensure we meet service targets while evolving our digital capabilities across messaging, automation, and agent‑assist technology.

This is a hands‑on leadership role where you will guide the offshore digital team, strengthen vendor performance, and enable better customer outcomes through smarter workflows, improved tools, and exceptional operational performance.

What You’ll Be Doing