Lead, Customer Technology

About the role

We are seeking a Lead, Customer Technology to drive the design, implementation and continuous improvement of our customer‑facing technology platforms. The role will ensure that digital solutions deliver seamless experiences, support business objectives and foster customer loyalty.

Key responsibilities

• Define and oversee the development of technology solutions that enhance customer interaction and service delivery.
• Lead the design and enhancement of customer‑facing applications, ensuring high‑quality user experience.
• Analyse customer feedback and usage data to identify improvement opportunities.
• Collaborate with marketing and customer service teams to align tech initiatives with business strategy.
• Manage end‑to‑end projects for new customer service technologies, from conception to rollout.
• Integrate robust security and privacy controls into all customer‑tech solutions.
• Monitor industry trends and recommend innovative tools to boost engagement.
• Develop training materials and deliver sessions for service teams on new platforms.
• Prepare performance and satisfaction reports for senior leadership.
• Ensure seamless integration with existing business systems and analytics tools.

Required profile

• Proven experience leading technology projects that serve external customers.
• Strong analytical mindset with ability to translate data into actionable improvements.
• Excellent collaboration skills to work across marketing, service and IT functions.
• Understanding of security, privacy and compliance requirements for customer data.
• Ability to manage multiple initiatives and deliver results on schedule.

Required skills