Director - Digital Transformation

Position: Senior Programme Director – Digital Transformation

Role Overview:

The Senior Programme Director will support in shaping Capita's strategic technology initiatives, driving digital transformation across the organisation with a strong focus on AI-powered solutions and emerging technologies across Contact Centre business. The person will execute transformation programmes that deliver significant business value to Capita Experience and its clients.

The role requires an accomplished technology delivery leader who combines strategic understanding with strong execution capabilities, ensuring new technologies are successfully implemented and adopted across the business. Reporting directly to the Global Head of Strategy and Transformation for Capita Experience, this position will translate strategic vision into practical reality, driving operational excellence and tangible outcomes for Capita Experience.

Key Responsibilities:

• Strategic Leadership
• Execute technology transformation strategies aligned with Capita's business objectives
• Establish clear roadmaps for emerging technology adoption, particularly AI solutions
• Identify opportunities to leverage technology for competitive advantage across Capita's portfolio
• Programme Execution
• Lead complex, multi-disciplinary technology programmes from conception to delivery
• Establish effective governance structures that balance innovation with risk management
• Set performance metrics and monitor outcomes to ensure technology investments deliver business value
• Technology Innovation
• Drive the implementation of AI-powered solutions, including large language models and RAG systems
• Stay ahead of industry trends to position Capita at the forefront of technological advancement
• Foster a culture of innovation across technology teams and the wider organisation
• Stakeholder Management
• Build and manager relationships with clients, and technology partners
• Influence key stakeholders to secure buy-in for transformational technology initiatives
• Communicate complex technical concepts effectively to non-technical audiences
• Financial Oversight
• Manage substantial technology investment budgets with strong commercial acumen
• Ensure technology programmes deliver measurable ROI and business outcomes
  
  

Required Skills:

• 10+ years leading enterprise-wide digital transformation initiatives in complex organisations
• 5+ years of stakeholder management experience at executive and board level
• Strong technical background with understanding of modern software development practices
• Experienced in building and leading high-performing technical teams
• Strong analytical and problem-solving skills
• Experience working directly with Finance teams and executing to financial plans
  
  

Preferred Skills:

• Experience in contact center technology transformation
• Experience in successfully implementing AI technologies in business
• Expertise in generative AI, LLMs, Native Technologies and RAG systems with ability to leverage advancements in AI to generate business impact
• Knowledge of cloud platforms (AWS, Azure, GCP) and serverless architecture
• Background in data-driven decision making and analytics
• Industry recognition as a thought leader in technology transformation