Head of System and Capability
Here at evoke plc, as Head of Customer Operations System & Capability, you'll play a mission-critical role in creating and implementing a strategy for Customer Operations system and capability across Customer Service, Fraud, Verification, Compliance and Shared Services. The role is a senior leadership role pivotal to the ongoing success and transformation of Customer Operations & Customer Experience with the aim to maximise value add through our systems and capabilities.
You’ll be responsible for leading the strategy, performance, and optimisation of critical systems and capabilities and must ensure we are utilising our systems and capabilities to the max for automated, efficient and streamlined operations. It will be expected that you own system roadmaps, develop and nurture strategic supplier partnerships, and work cross-functionally across the business, operations and product and tech for seamless implementation of business objectives.
We’re looking for an experienced leader who thrives in fast-paced, evolving environments, ready to take on a mission to optimise our systems and capability landscape, reduce inefficiencies, and embed automation that delivers tangible improvements across our service delivery and customer journeys. This is a hands-on role where you’ll collaborate with internal teams and external vendors to define a clear, unified vision for system success. You’ll lead transformation initiatives that ensure our systems not only support our goals but actively accelerate our growth-creating a foundation for world-class customer experiences at every touchpoint. This is a rare opportunity to make a significant impact in a senior, mission-critical role.
- Developing and delivering the operational systems strategy and roadmap, ensuring alignment with business objectives, customer operations priorities, and future transformation goals.
- Leading the optimisation, integration, and continuous enhancement of systems to improve efficiency, productivity, scalability, and operational performance.
- Driving automation initiatives that reduce manual effort, streamline processes, lower costs, and enhance service delivery across customer operations.
- Collaborating with cross-functional stakeholders to define success measures, align technology investments, and deliver improvements that support customer and business outcomes.
- Managing supplier and vendor relationships, contracts, licensing, forecasting, and renewals to maximise value, performance, and commercial efficiency.
- Improving customer experience by ensuring systems, processes, and capabilities support seamless customer journeys and evolving service requirements.
- Identifying emerging technologies, industry best practices, and innovation opportunities to future-proof systems and maintain operational excellence.
- Coaching and developing high-performing systems teams, ensuring engagement, capability growth, delivery excellence, and alignment with strategic priorities.
- Significant leadership experience within regulated customer operations environments, with a proven track record of managing teams and leveraging enterprise technology platforms such as Zendesk, LivePerson, Oracle, Salesforce and Featurespace (required).
- Excellent leadership and people management capability, with experience leading cross-functional teams, developing technical talent, and driving high-performance cultures focused on continuous improvement and delivery excellence (required).
- Expertise in customer operations technology, industry trends, and digital transformation, including AI, automation, emerging technologies, and system governance frameworks to ensure secure, compliant, and future-ready operations (required).
- Commercial and analytical acumen through supplier and contract management, vendor negotiations, SLA oversight, performance reporting, and data-driven decision-making to optimise system effectiveness and business outcomes (required).
- Competitive salary, pension, and bonus schemes.
- Hybrid working: Our Gibraltar-based employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up! Employees living in Spain and working in Gibraltar are required to work from the office 80% of the time.
- Holiday entitlement: Your 25 days holiday is topped up by 12 bank holidays.
- Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
- Life assurance: Safeguarding your financial future and offering peace of mind.
- Perks and discounts: Discounts at a range of high-street retailers.
- Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits.
- Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.
William Hill is one of the UK's best-known bookmakers, founded by its namesake in 1934 taking bets around Birmingham. It has since grown into an international, multi-brand betting and gaming business spanning online and retail. The company is now part of evoke plc (formerly 888 Holdings), one of the world's leading online betting and gaming groups. Headquartered in London, William Hill operates sports betting and gaming products across multiple markets.