View Vacancy – Digital and Innovation Manager (ESP26.047)
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Foreign, Commonwealth and Development Office (Consular Roles)
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Consular
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Who are we?
The British Consulate in Malaga is part of a global network representing British political, economic and consular interests overseas and is now recruiting for a Digital and Innovation Manager position in its Malaga Consular Contact Centre team.
Main purpose of job
You will drive technology adoption and innovation to enhance the Global Consular Service Centre’s (GCSC) efficiency and customer experience, ensuring alignment with FCDO’s strategic objectives and digital transformation agenda. You will work within the GCSC leadership team and collaborate closely with operational managers, IT specialists, and policy colleagues to identify, implement, and optimise digital solutions that improve service delivery and resilience.
This role will involve:
- Leading initiatives that modernise GCSC’s digital infrastructure and workflows, including Orbit (consular casework management system);
- Scoping and delivering innovative projects that leverage technology to streamline processes and improve customer outcomes;
- Acting as a key liaison between GCSC and FCDO’s Digital and Technology teams to ensure alignment with organisational priorities and standards;
- Championing a culture of innovation and continuous improvement, encouraging staff to adopt new tools and ways of working;
- Having a general responsibility for the supervision and oversight of the GCSC;
- The job holder will contribute to major programmes such as GCSC’s digital roadmap, automation pilots, and data-driven service enhancements. They will also support strategic projects that underpin FCDO’s 2030 vision for a modern, agile, and customer-focused consular service.
As the Digital and Innovation manager, you will play a critical role in embedding operational excellence, driving digital innovation, and ensuring continuous improvement across the Consular Contact Centre (CCC). Key responsibilities and indicative time allocations are:
Roles and responsibilities:
1. Digital Strategy and Roadmap Delivery (30%):
- Oversee GCSC’s digital roadmap, including AI tools, Orbit enhancements, and automation projects;
- Drive implementation of new technologies that improve efficiency and customer experience;
- Ensure digital initiatives align with FCDO standards and security protocol.
2. Innovation and Tech Pilots (25%):
- Lead pilots for emerging tech solutions (e.g., AI-driven chat, workflow automation) and evaluate impact on service quality and productivity;
- Collaborate with FCDO Digital & Data teams to integrate GCSC innovation into wider departmental frameworks;
- Identify opportunities for digital innovation through horizon scanning and stakeholder engagement.
3. Data Analytics and Insight Generation (20%):
- Analyse operational and customer data to identify trends, predict demand, and inform strategic decisions;
- Develop dashboards and reporting tools to provide actionable insights for managers and leadership;
- Promote data literacy and confidence across GCSC staff to enable evidence-based decision-making.
4. Operational Oversight with Digital Focus (15%):
- Provide oversight and guidance to support the smooth and efficient running of the GCSC operation, ensuring tech-enabled processes are embedded;
- Monitor performance metrics and digital adoption rates, addressing barriers to implementation;
- Facilitate feedback loops with staff and stakeholders to refine digital workflows and service delivery.
5. Capability Building and Digital Culture (10%):
- Champion training and development aligned with FCDO 2030’s Professional Capability pillar, with a focus on digital skills;
- Design and deliver sessions to build confidence in using new tools and technologies;
- Foster a culture of innovation and continuous learning across GCSC.
Main Deliverables:
- Successful delivery of GCSC’s digital roadmap and tech pilots;
- Increased automation and AI integration to improve efficiency and customer experience;
- Embedded data-driven decision-making and digital confidence across GCSC;
- Enhanced operational resilience through innovative solutions.
Don’t miss out on this fantastic opportunity!
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Our Ideal Candidate shows:
- Full professional proficiency in English (written and spoken, minimum of C1 level for CEFR framework*);
- Proven experience leading digital transformation initiatives in a service delivery environment (e.g., automation, AI tools, workflow enhancements);
- At least 2 years Strong project management skills, including scoping, planning, and delivering innovative technology projects;
- Experience in supervising or overseeing service centre operations, ensuring tech-enabled processes are embedded;
- Proficiency in analysing operational and customer data to inform strategic decisions;
- Experience developing dashboards and reporting tools for actionable insights;
- Excellent interpersonal skills, with a track record of collaborating across operational, IT, and policy teams;
- Demonstrated ability to champion a culture of innovation and continuous learning;
- Experience designing and delivering training sessions to build digital confidence and skills;
- Strong written and verbal communication skills, including the ability to deliver briefings, presentations, and reports to senior management;
- Ability to communicate complex technical concepts to non-technical audiences.
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Nice to have:
- Experience supporting or leading digital aspects of crisis management or operational resilience;
- Previous experience working within consular services or a similar public-facing environment (CCC, ETD Centre, CSPT, PFS);
- Experience managing teams or projects across multiple locations, including virtual or remote working environments;
- Formal training/certification in Agile project management;
- Experience contributing to policy development or representing an organisation in external forums or stakeholder meetings;
- Familiarity with FCDO digital platforms (e.g., Orbit) and emerging technologies relevant to consular services.
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Changing and Improving, Communicating and Influencing, Delivering at Pace, Managing a Quality Service
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15 February 2026
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Higher Executive Officer (HEO)
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Full-time, Permanent
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37.5
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Europe, Eastern Europe & Central Asia
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Spain
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Malaga
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British Consulate
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1
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EUR
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64,497.61 (Gross)
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yearly
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6 April 2026
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Please be advised that Consular positions at the FCDO entail dealing with crisis and casework in situations that may involve death, detention, rape, assault, post-mortems, prison visits and highly distressed customers. Candidates should therefore have a high level of resilience to trauma.
This is a full-time, permanent contract at HEO grade level, based in Malaga.
The successful candidate is subject to a confirmation of a background check, security clearance and the successful completion of a probationary period.
The successful candidate will be enrolled in the Spanish Social Security Scheme and will therefore not be entitled to any gratuity from the Embassy based on gross annual salary.
The Embassy is a Diplomatic Mission with tax exempt status and does not collect taxes for other States. Employees are fully responsible for payment of income tax at the legally required rate. Staff recruited locally by the British Embassy in Spain are subject to terms and conditions of service according to local Spanish employment law.
Visa/work permit requirements: Candidates must currently hold the independent right to live and work in Spain and be prepared to ensure that right remains throughout the scope of the contract.
Working patterns: Normal working hours are 37.5 per week. Availability to work unsociable hours, including night times, weekends, and public holidays. After completion of training, there will be a requirement to work from home for some unsociable hours shifts. The majority of shifts will be daytime and therefore this is primarily an office-based role.
Learning & Development: We offer time and financial support for the successful candidate to take advantage of professional learning and development opportunities inside and outside of the organisation. All new hires undertake a workplace induction and there are a number of mandatory e-learning courses that must be completed in order to pass probation.
Foster leadership development among subordinate managers to build a resilient and high-performing GCSC management team.
Resources managed (staff and expenditure): Line-manage a small number of direct reports within the GCSC, providing guidance, support and performance oversight.
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Please note that the deadline for applications is 23:55 on the day mentioned in the above field “Application deadline”.
We advise you to allow enough time to complete and submit your full application, since only applications completed and submitted before the deadline will be considered.
Please be aware that the deadline for submitting applications is considered to be the time zone for the country where the vacancy has arisen.
FCDO does not pay for travel-related expense incurred in interviews (including Security Check) or accept any financial risk, including cancelation or reschedule costs. The FCDO will not meet the costs connected with relocation if offered a position.
*Please note for more information on the Common European Framework of Reference for Languages: Learning, Teaching, Assessment levels please click on the following link CEFR. Please bear in mind in case you are invited for an interview your language skill is going to be assessed.
The Embassy is committed to employee development and wellbeing and has several initiatives in both areas that benefit staff.
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To apply please copy and paste this link: https://fco.tal.net/vx/appcentre-ext/candidate/jobboard/vacancy/1/adv/
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