Head of Transformation, CX & Operations

Role overview

This is a senior, high-impact position for someone in Ireland who can connect customer experience, operations, and business transformation in a fast-scaling global business. The selected person will work as the delivery-focused partner to senior leaders, turning strategic goals into practical, trackable initiatives that lift customer outcomes and operational performance.

The role suits a candidate who is comfortable working in a fast-changing, data-led setting, enjoys untangling complex system-level challenges, and can influence across teams such as product, technology, marketing, and operations. It also offers regular exposure to executive decision-making and requires a strong mix of structured thinking, analytical depth, and cross-functional leadership.

Accountabilities

• Own major transformation programs across customer experience and operations, taking them from early definition through to delivery and measurable business impact.
• Work alongside senior leadership to convert strategic direction into actionable plans and operational roadmaps.
• Create solid business cases, ROI assessments, and analytical frameworks that inform strategic and investment choices.
• Use data analysis, including SQL and financial modeling, to uncover operational inefficiencies and test assumptions.
• Bring alignment across Product, Tech, Marketing, and Operations through strong influence, clarity, and structured communication.
• Prepare executive-ready presentations, reports, and narratives that explain progress, risks, and outcomes.
• Spot weak or inefficient processes and redesign them so operations can scale effectively across global teams.
• Track initiative performance, use feedback and data to improve outcomes, and keep iterating on delivery.

Requirements

• At least 5 to 7 years of experience in management consulting, strategy, transformation, or senior operational/chief of staff roles.
• Advanced analytical ability, including strong SQL skills and experience creating financial or operating models.
• A track record of leading complex, ambiguous projects from idea stage to measurable results.
• Excellent communication and storytelling skills, especially for senior stakeholder presentations.
• Ability to lead across functions and influence people without direct authority.
• Experience in fast-paced, high-growth, or scale-up environments.
• Sound commercial judgment and the ability to turn data into practical strategic recommendations.
• A hands-on approach, with comfort operating both strategically and in the details.
• Strong problem-solving ability with a disciplined, data-first mindset.
• Helpful exposure to customer experience metrics such as NPS, CSAT, and churn, plus operational improvement work.
• Exposure to AI tools or digital transformation work is considered a strong advantage.

Perks and benefits

• Compensation aligned to experience and market standards.
• Fully remote setup with a high level of trust, flexibility, and autonomy.
• Direct access to senior leadership and strategic decisions.
• The chance to shape customer experience and operations at global scale.
• A clear pathway for growth into ownership of a business area or function.
• Opportunity to tackle complex transformation challenges in a high-growth company.
• An international, fast-moving environment built around innovation, execution, and continuous improvement.

Additional information

This role is advertised on behalf of a partner employer, which will manage the application process and all next steps.

The hiring process may involve AI-supported screening tools, including review of applications, resume analysis, and assessment of responses or verification signals. These tools support recruitment but do not replace human judgment, and final hiring decisions are made by people.

By applying, you acknowledge that personal data may be processed to evaluate your application and shared with the hiring employer under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to the processing of your data at any time.