Job Description

Digital Platforms Operating Model Consultant

Role purpose

Coordinate and assemble the future Digital Platforms operating model, working closely with the Senior Leadership Team (SLT) with Contact Engagement Platform (CEP). Bring together existing work, evidence and specialist contributions on how platforms should be organised, governed, owned, funded and operated, and consolidate these into a coherent model and practical implementation roadmap for SLT review and agreement. This will directly feed into future procurement activity

This role should be aware of the future ECRM strategic roadmap and what, if any, reductions will be required in the existing systems.

Support the SLT in aligning platform plans and recommendations to resilient, scalable and reusable services that support customer-facing products, emerging CRM capabilities, AI-enabled delivery and long-term digital transformation.

Key responsibilities

• Coordinate the review of Digital Platforms services, teams, suppliers and governance; assemble existing inventories and specialist inputs into a consolidated capability and service catalogue.
• Bring together assessments of operating effectiveness and product, platform, engineering and DevOps maturity; collate evidence of duplication, fragmentation, technical debt and unclear accountabilities.
• Assemble and validate dependency information with relevant teams, covering CRM, CCaaS, One Login, Customer Insight Platform and wider digital services.

• Coordinate and facilitate workshops with the SLT and relevant stakeholders to capture the future role, strategic objectives and outcomes of Digital Platforms.
• Consolidate proposed principles for ownership, reuse, standardisation and interoperability, including the balance between central standards and platform autonomy, for SLT review and agreement.
• Bring together SLT and specialist input on the intended role of AI, automation and engineering excellence.

• Assemble proposals for platform domains and capabilities from platform leaders and specialists, clarifying distinctions between platforms, products and shared enabling services.
• Consolidate proposed service boundaries, accountable ownership roles, interactions, dependencies and hand-offs, recording ownership decisions agreed by the SLT and accountable leaders.
• Document stakeholder-agreed internal customer relationships, service expectations, escalation, decision-making and cross-platform resolution routes.

• Coordinate contributions on strategic, platform, architecture and service governance, including demand intake, prioritisation, capacity planning and investment governance; assemble proposals for SLT agreement.
• Bring together proposals for product-aligned and platform engineering team arrangements, service ownership and collaboration mechanisms, highlighting inconsistencies for resolution.
• Assemble agreed service management, incident, change and release processes, together with operational data, tooling and management information requirements.

• Work with finance and platform leaders to assemble funding and investment options, cost ownership, transparency and consumption management principles for SLT review.
• Consolidate proposed measures for platform performance, health, value, adoption and customer experience, alongside benefits tracking, reporting and continuous improvement arrangements.

Essential Criteria

The following experience and skills are proposed requirements derived from the scope of the role.

• Experience coordinating operating model or transformation work across multiple teams, bringing together existing material, evidence and specialist contributions into a coherent set of outputs.
• Ability to assemble and reconcile platform domain proposals, service catalogues, boundaries, accountability models and cross-platform dependencies, highlighting gaps and conflicting inputs.
• Experience coordinating the evaluation of capability aggregation and rationalisation options and presenting evidence and trade-offs for leadership consideration.
• Ability to consolidate workforce, skills and capacity plans, funding proposals, cost information and performance frameworks from relevant owners and specialists.
• Strong facilitation, stakeholder engagement, synthesis and written communication skills; experience working closely with senior leadership teams to build shared understanding, prepare decision-ready material and capture agreed outcomes.
• Experience assembling integrated transformation roadmaps, coordinating workstream plans and maintaining actions, decisions, risks and dependencies, with clear reporting and escalation to senior leaders.