Head of System and Capability

About the role

As Head of Customer Operations System & Capability at evoke plc, you will shape and execute the strategy for critical systems across Customer Service, Fraud, Verification, Compliance and Shared Services. This senior leadership position drives automation, efficiency and world‑class customer experiences.

Key responsibilities

• Develop and deliver an operational systems strategy and roadmap aligned with business and transformation goals.
• Lead optimisation, integration and continuous enhancement of systems to boost efficiency, scalability and performance.
• Drive automation initiatives that reduce manual effort, lower costs and improve service delivery.
• Collaborate with cross‑functional stakeholders to define success metrics and align technology investments.
• Manage supplier and vendor relationships, contracts, licensing, forecasting and renewals for maximum commercial value.
• Ensure systems and processes support seamless customer journeys and evolving service requirements.
• Identify emerging technologies and best practices to future‑proof the platform.
• Coach and develop high‑performing systems teams, fostering capability growth and delivery excellence.

Required profile

• Proven senior leader with extensive experience in system strategy, optimisation and automation.
• Track record of delivering large‑scale transformation initiatives in fast‑paced environments.
• Strong stakeholder management and vendor partnership skills.
• Ability to coach and develop high‑performing teams.

Required skills

What we offer

• Opportunity to make a significant impact on a mission‑critical function.
• Leadership role with influence across multiple customer‑facing domains.
• Collaborative environment working with internal teams and external partners.