Head of Transformation, CX & Operations

Role overview

This opportunity is being presented for a partner employer that will handle applications and all later stages of the process. The role is based in the United Kingdom and sits at the crossroads of customer experience, operations, and enterprise transformation within a fast-growing international business.

You will work as a delivery-focused partner to senior leaders, turning strategic direction into concrete initiatives that improve customer outcomes and operational efficiency at scale. The position calls for sharp analytical thinking, structured problem-solving, and the ability to guide work across teams in a fast-paced, changing environment. You will own major transformation programs from start to finish while collaborating with product, technology, marketing, and operations teams. This is a highly data-led and execution-oriented setting with close exposure to executive decisions. It is well suited to someone comfortable with uncertainty, drawn to complex system-level challenges, and motivated by meaningful organizational change.

Key responsibilities

• Own and drive major transformation efforts across customer experience and operations, taking them from initial scope through to measurable results.
• Partner with senior leadership to turn strategic goals into practical execution plans and operational roadmaps.
• Prepare strong business cases, return-on-investment models, and analytical frameworks to inform strategic and investment choices.
• Use data analysis, including SQL and financial modelling, to uncover operational inefficiencies and test assumptions.
• Align stakeholders across Product, Technology, Marketing, and Operations through clear communication and influence.
• Create executive-ready presentations, narratives, and reporting materials that explain progress, risks, and outcomes.
• Spot inefficient or broken processes and redesign them so they can support scalable global operations.
• Track the performance of initiatives and keep improving them through data-led iteration and feedback.

Requirements

• Five to seven years of experience in management consulting, transformation, or senior operational / chief of staff type roles, ideally from MBB or Big 4 Strategy backgrounds.
• Advanced analytical ability, including strong SQL skills and experience building financial or operational models.
• Demonstrated success in taking complex, ambiguous initiatives from idea stage to measurable business impact.
• Excellent communication and storytelling capability, especially when preparing materials for senior leaders.
• Strong cross-functional leadership skills and the ability to influence without direct authority.
• Experience in fast-moving, high-growth, or scale-up environments.
• Sound business judgement and the ability to translate data into practical strategic recommendations.
• A hands-on approach with the ability to operate at both strategic and detailed execution levels.
• Well-developed problem-solving skills with a structured, data-driven mindset.
• Familiarity with customer experience measures such as NPS, CSAT, and churn, plus operational improvement work, is advantageous.
• Exposure to AI tools or digital transformation initiatives is highly desirable.

Benefits

• Competitive pay aligned with experience and market standards.
• Fully remote setup with a high-trust culture that supports autonomy and flexibility.
• Direct access to executive leadership and strategic decision-making.
• A high-impact position shaping customer experience and operations at global scale.
• A clear progression path toward 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 centred on innovation, execution, and continuous improvement.

Application and hiring process

This role is managed by the partner employer, who will review applications and oversee the next steps. A matching system is used to assess applicants against the role’s core requirements, and a shortlist is shared with the hiring company for further review. Interviews and assessments, if any, are handled by the employer’s internal team.

Privacy and data handling

By applying, you acknowledge that your personal data may be processed to assess your suitability for the role and shared with the hiring employer. This is done on the basis of legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may exercise your rights to access, correct, delete, or object to this processing at any time.

Artificial intelligence tools may be used to support parts of the recruitment workflow, such as reviewing applications, analysing CVs, or checking responses for consistency and verification signals. These tools assist the recruitment team but do not replace human judgement. Final hiring decisions are made by people.