Head of Transformation, CX & Operations

Role overview

This is a strategic, high-ownership leadership role focused on customer experience, operations, and business transformation within a fast-scaling global company. Based in Australia, the position partners closely with senior leaders to turn strategic goals into concrete programs that improve customer outcomes and operational efficiency at scale.

You will work across product, technology, marketing, and operations to drive complex initiatives from idea to execution. The environment is fast-moving, highly data-led, and centered on measurable results, with regular exposure to executive decision-making. This role suits someone who is comfortable working through ambiguity, solving system-level problems, and creating meaningful organization-wide impact.

Key accountabilities

• Own and deliver priority transformation programs across customer experience and operations, from initial scoping through to measurable business results.
• Partner with senior leadership to convert strategic direction into structured plans, delivery roadmaps, and operational execution.
• Design business cases, return-on-investment models, and analytical frameworks that guide investment and strategic choices.
• Use data analysis, including SQL and financial modelling, to uncover inefficiencies and test assumptions.
• Create alignment across Product, Tech, Marketing, and Operations by communicating clearly and influencing stakeholders without formal authority.
• Prepare executive-ready presentations, narratives, and performance updates that communicate progress, risks, and outcomes.
• Review and redesign inefficient processes to support scalable, high-performing global operations.
• Track initiative performance and refine approaches through ongoing measurement, iteration, and feedback.

Requirements

• 5 to 7 years of experience in management consulting, transformation, or senior operational / chief of staff roles, ideally within MBB, Big 4 Strategy, or similar settings.
• Advanced analytical ability, including strong SQL skills and experience building financial or operational models.
• Demonstrated success leading complex, ambiguous work from concept through to measurable impact.
• Excellent communication and storytelling skills, especially for executive-level materials and presentations.
• Strong cross-functional leadership with the ability to influence stakeholders without direct authority.
• Background in fast-paced, high-growth, or scale-up environments.
• Strong commercial judgment and the ability to turn data into practical strategic recommendations.
• Hands-on working style, with comfort operating both at the strategic level and in detailed execution.
• Structured, data-driven problem-solving approach.
• Knowledge of customer experience metrics such as NPS, CSAT, and churn is advantageous.
• Exposure to AI tools or digital transformation work is highly desirable.

Benefits

• Competitive compensation aligned to experience and market levels.
• Fully remote setup with strong autonomy, trust, and flexibility.
• Direct access to executive leadership and strategic decision-making.
• Opportunity to influence customer experience and operations at global scale.
• Clear pathway for progression into broader functional or business leadership.
• Chance to work on challenging transformation problems in a high-growth organization.
• International, innovation-driven environment focused on execution and continuous improvement.

Additional information

This role is posted on behalf of a partner company, which handles the application review and all subsequent hiring steps.

Data privacy and hiring process notice

Applications are screened through an AI-assisted matching process to help identify candidates against the role’s core requirements. Shortlisted profiles are then passed to the hiring company, while final hiring decisions and next steps are managed internally by their team.

By applying, you consent to the processing of your personal data for candidate evaluation and sharing with the hiring employer, in line with applicable data protection laws such as GDPR where relevant. You may request access, correction, deletion, or objection regarding your data at any time.

AI tools may also be used to support parts of the recruitment workflow, such as résumé review, response analysis, and basic inconsistency checks. These tools assist the recruitment team and do not replace human judgment; all final hiring decisions are made by people.