Head of Transformation, CX & Operations

Role overview

This opportunity is being shared for a partner organization, which will handle applications and all subsequent hiring steps. The employer is seeking a Head of Transformation, CX & Operations based in Germany.

This is a strategic, high-visibility position sitting at the intersection of customer experience, operations, and enterprise transformation within a fast-growing international business. You will serve as the execution partner to senior leaders, turning strategic goals into practical, measurable programs that strengthen customer experience and improve operational performance at scale. The work calls for strong analytical thinking, disciplined problem-solving, and the ability to lead across functions in a fast-moving setting.

You will own important transformation programs from start to finish and collaborate closely with teams across product, technology, marketing, and operations. The environment is highly dynamic, data-led, and execution-oriented, with frequent exposure to senior decision-making. This role suits someone who is comfortable working through ambiguity, enjoys tackling complex systems-level challenges, and wants to make a meaningful organizational impact.

Key accountabilities

• Drive major transformation initiatives across customer experience and operations, ensuring they are delivered end to end and produce measurable outcomes.
• Support senior leadership by converting strategic direction into structured delivery plans and operational roadmaps.
• Develop strong business cases, ROI analyses, and data-backed decision frameworks to inform strategic and investment choices.
• Use data analysis, including SQL and financial modeling, to identify operational issues and test assumptions.
• Align stakeholders across Product, Tech, Marketing, and Operations through influence, clarity, and structured communication.
• Create executive-ready presentations, narratives, and reports that explain progress, risks, and results.
• Spot inefficient or broken processes and redesign them to support scalable, high-performing global operations.
• Track initiative performance and strengthen outcomes through continuous iteration and feedback loops supported by data.

Required experience and strengths

The ideal candidate brings 5 to 7 years of experience in management consulting, including MBB or Big 4 strategy, transformation work, or senior operational/chief of staff roles. You should be highly analytical, comfortable with advanced SQL, and experienced in building financial or operational models.

Success in this role requires the ability to lead complex and ambiguous initiatives from initial concept through to measurable business impact. You should also bring excellent communication and storytelling skills, particularly in preparing materials for executive audiences.

Strong cross-functional leadership is essential, along with the ability to influence without formal authority. Experience in fast-paced, high-growth, or scale-up environments is important. You should be capable of turning data into practical strategic recommendations while balancing big-picture thinking with hands-on execution.

Applicants should have strong problem-solving ability and a structured, data-driven way of working. Familiarity with customer experience metrics such as NPS, CSAT, and churn, as well as operational improvement initiatives, is an advantage. Exposure to AI tools or digital transformation initiatives is also highly desirable.

Benefits and working environment

• Competitive compensation, aligned with experience and market benchmarks.
• Fully remote setup with a high-trust culture, autonomy, and flexibility.
• Direct access to executive leadership and strategic decision-making.
• An influential role shaping customer experience and operations at global scale.
• A clear path for growth toward broader leadership of a business area or function.
• The chance to work on complex transformation challenges in a high-growth organization.
• An international, fast-moving environment centered on innovation, delivery, and continuous improvement.

Application and privacy information

The application process is managed by the partner company. Candidate shortlisting is supported by AI-based matching to compare applications against the role’s core requirements, with the final review and hiring decisions handled by the employer’s internal team.

By applying, you acknowledge that personal data may be processed for candidate evaluation and shared with the hiring employer in line with applicable data protection laws, including GDPR. This processing is based on legitimate interest and pre-contractual measures. You may exercise rights such as access, rectification, erasure, and objection at any time.

Artificial intelligence tools may also be used to assist parts of the recruitment process, such as application review, resume analysis, response assessment, and basic consistency or verification checks. These tools support recruiters but do not replace human judgment. Final hiring decisions are made by people.