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• It ensures the team is resourced appropriately to meet evolving customer experience demands and supports professional development through structured initiatives and communities of practice. It sets the vision for customer experience development across systems and capabilities, aligning with the broader business strategy and financial goals. The role works across systems supporting all propositions and plans an integrated roadmap for customer experience delivery. The role owns the digitally enabled customer experience for the Strategic Business Unit, ensuring that design, development, and systems management—whether delivered by internal teams or third-party suppliers—meet business standards. It ensures that the full scope of the customer experience landscape is understood and that prioritisation frameworks, development approaches, user engagement, and benefit evaluation are robust and effective. It identifies customer needs and monitors technological advancements to assess their relevance and applicability in improving customer experience. The role also leads procurement and recruitment of external technology providers, ensuring clear service-level agreements and strong contract management processes are in place. It promotes equity, supports well-being, and engages with learning and development to embed EDI principles into everyday practice. Please ensure your CV clearly demonstrates the following core and role competencies Analysing Data and Problems Using Technology Managing Risk Digital and technology skillset Demonstrable experience of agile delivery Knowledge and understanding of current Online learning and assessment developments and their application for the English Language Learning and Assessment business and context Experience of writing user stories to define business requirements, and managing the backlog and roadmap for digitally-enabled products Knowledge of project management / Agile development methodologies Demonstrable broad experience of successfully leading on, developing and delivering global customer experience through technology Demonstrated experience of successfully delivering and supporting projects throughout their full development lifecycle. Experience of leading the setup of new functions of work within a complex global matrix organization to deliver business outcomes Experience of working with and/or leading virtual teams to deliver business objectives / programmes. Experience of successful global delivery and change management digital projects on a global scale.