Head of Transformation, CX & Operations

Role overview

This is a senior, high-impact leadership opportunity with a partner organization in Canada, focused on customer experience, operational excellence, and business transformation. The role serves as an execution partner to senior leaders, turning strategic priorities into clear programs that produce measurable improvements across customer and operational performance. It suits someone comfortable with complexity, change, and a highly analytical, fast-moving setting.

You will work across product, technology, marketing, and operations to lead major initiatives from planning through delivery. The environment is global, data-led, and execution-oriented, with frequent interaction with executive stakeholders and a strong emphasis on measurable business outcomes.

Key accountabilities

• Own major transformation initiatives across customer experience and operations, guiding them from initial definition through to measurable results.
• Support senior leadership by converting strategic direction into practical execution plans and operational roadmaps.
• Create business cases, return-on-investment models, and analytical frameworks that inform strategic and investment choices.
• Use data analysis, including SQL and financial modelling, to uncover inefficiencies and test assumptions.
• Bring together stakeholders from Product, Tech, Marketing, and Operations through structured communication and influence.
• Prepare executive-ready decks, narratives, and status updates that clearly communicate progress, risks, and outcomes.
• Rework inefficient or broken processes so they can scale effectively across a global business.
• Track initiative performance and improve outcomes through ongoing analysis, iteration, and feedback.

What the role calls for

The ideal candidate brings 5 to 7 years of experience in management consulting, transformation, strategy, or senior operational/chief of staff-style roles. You should be comfortable leading ambiguous, complex workstreams and operating both strategically and hands-on.

Strong analytical ability is essential, along with advanced SQL skills and experience building financial or operational models. You will also need excellent communication and storytelling skills, especially for senior audiences and executive presentations.

Success in this position requires the ability to influence without formal authority, work well across functions, and make sound business judgments based on data. Experience in high-growth or scale-up environments is important. Familiarity with customer experience metrics such as NPS, CSAT, and churn is an advantage, and exposure to AI tools or digital transformation work is highly desirable.

Additional details

This role is fully remote and based in Canada. It is posted on behalf of a partner company, which will handle applications and all later hiring steps.

The organisation offers a competitive salary aligned with experience and market benchmarks, along with a high-trust culture, strong autonomy, and significant exposure to executive decision-making. The position also offers the opportunity to help shape customer experience and operations at a global scale, with a clear path for growth into leadership of a business domain or function.

Applications are reviewed through an AI-supported matching process that helps identify candidates against the role’s core requirements. Shortlisted profiles are then shared with the hiring company, while final decisions, interviews, and assessments are managed internally by their team. The company also notes that AI tools may support parts of the recruitment process, but human judgement remains central to hiring decisions. Personal data may be processed for candidate evaluation and shared with the employer under applicable data protection rules, including GDPR-style rights such as access, correction, deletion, and objection.