Jeremy Edwards serves as the Deputy Director and Head of Digital Channels at DWP Digital, where he plays a pivotal role in transforming how the Department for Work and Pensions interacts with its customers. With a wealth of experience in business transformation, Jeremy leads the...
Jeremy Edwards serves as the Deputy Director and Head of Digital Channels at DWP Digital, where he plays a pivotal role in transforming how the Department for Work and Pensions interacts with its customers. With a wealth of experience in business transformation, Jeremy leads the strategic direction of digital channels that facilitate communication across a variety of benefits and services. His current responsibilities encompass full "end-to-end" product leadership, overseeing ten live critical national infrastructure services and more than thirty diverse products, including contact centers, video services, and SMS communication.
A key highlight of Jeremy's career is his role as Programme Manager for the fastest built Greenfield Contact Centre in Europe, a project that exemplifies his expertise in contact center development and IT transformation. His ability to initiate and drive change is further evidenced by his successful management of complex programs that enhance customer experience and streamline operations. Jeremy's skills in change management, innovation management, and business process outsourcing have been instrumental in fostering a culture of continuous improvement within the organization.
In addition to his technical acumen, Jeremy excels in stakeholder management, ensuring that all voices are heard and aligned towards common goals. His commitment to performance management and outsourcing strategies has not only improved service delivery but has also optimized supplier relationships, paving the way for sustainable growth. As a business leader, Jeremy is dedicated to leveraging technology and innovative practices to enhance customer service, making a significant impact on the lives of millions who rely on DWP services.
