At a Glance
- Tasks: Lead digital customer experience initiatives and optimise satellite systems for improved service efficiency.
- Company: Join a forward-thinking company focused on enhancing customer interactions through digital solutions.
- Benefits: Competitive salary, travel opportunities, and professional development in a dynamic environment.
- Other info: Opportunity to lead cross-functional teams and drive continuous improvement initiatives.
- Why this job: Make a real impact by transforming customer experiences with innovative digital strategies.
- Qualifications: 6–8 years in digital customer experience and strong analytical skills required.
The predicted salary is between 60000 - 80000 £ per year.
Senior Manager, Digital Solutions (EDI/DSOS/Insights) is responsible for leading International digital customer experience initiatives that improve ease of doing business, service efficiency, and data‑driven decision‑making. As part of the Customer Service International team, this role oversees and optimises the satellite systems that support Deliver Customer Services and external customers, including DSOS, EDI, OCR, SFDC, and Genesys. The role owns the international customer experience narrative, translating business requirements into customer expectations and partnering end to end across Commercial, Customer Service, Supply Chain, Finance, Technology, and external customers to deliver commercially aligned digital capabilities. This includes leading the capability and technology roadmap to increase digital adoption, automation, customer portals, omnichannel service, and overall customer satisfaction. The role also provides people and virtual team leadership, enabling clarity, collaboration, and accountability across internal teams and external customer‑facing initiatives.
Key Responsibilities
- Lead the International digital customer experience strategy across EDI, DSOS, customer insights, and supporting satellite systems, ensuring alignment to business priorities and external customer needs.
- Oversee and optimise satellite systems supporting Customer Services and external customers, including DSOS, EDI, OCR, SFDC, and Genesys.
- Own the International customer experience narrative by translating business requirements into customer expectations, service needs, and digital capability priorities.
- Lead the development, prioritisation, and delivery of the digital customer experience capability and technology roadmap, including project portfolio oversight, budget alignment, execution tracking, and status reporting.
- Partner end to end with Commercial, Customer Service, Supply Chain, Finance, Technology, and external customers to identify needs, shape solutions, and deliver commercially aligned digital capabilities with and for external customers.
- Provide people, virtual team, and cross‑functional leadership, creating clarity of direction, accountability, and strong engagement to deliver International digital customer experience priorities.
- Drive governance, adoption, enhancements, and user experience improvements across EDI, DSOS, digital ordering, and customer interaction channels.
- Develop and analyse customer insights and performance metrics to identify trends, risks, opportunities, and recommendations that support leadership decision‑making.
- Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, strengthen automation and digitalisation, and improve service outcomes.
- Ensure compliance with internal controls, data governance standards, and applicable policies.
Qualifications
Education
- Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field.
- Preferred: Master’s degree (MBA or equivalent).
Experience and Skills
- 6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions.
- Experience leading programmes, platforms, or teams focused on digital enablement or CX improvement.
- Experience leading and developing people, virtual teams, or cross‑functional groups to deliver complex digital, customer experience, or commercially focused transformation initiatives.
- Strong analytical skills with experience leveraging data and insights to drive decisions.
- Preferred: Experience with EDI, customer portals, or digital ordering platforms.
- Familiarity with CRM, ERP, or customer analytics tools.
- Experience in a regulated industry such as medical devices, healthcare, or life sciences.
- Experience driving digital adoption and change management.
- Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
- Demonstrated ability to manage complex, cross‑functional initiatives in a matrixed environment.
- Excellent written, verbal, and presentation communication skills.
- Ability to translate business needs into actionable digital solutions.
Other
- Language: English (required).
- Travel: Up to 15% with domestic and international travel as required.
- Certifications: Digital CX, analytics, or project management certifications (preferred).
Senior Manager, Customer Service Digital Solutions employer: 8722-DePuy International Limited Legal Entity
As a Production Technician at our Leeds facility, you'll be part of a dynamic team that values innovation and accountability in a supportive work environment. We offer comprehensive training and growth opportunities, ensuring you develop your skills while contributing to high-quality manufacturing processes. Our commitment to safety and compliance, combined with a culture that encourages collaboration and continuous improvement, makes us an exceptional employer in the heart of West Yorkshire.
Contact Details:
8722-DePuy International Limited Legal Entity Recruitment Team
