Operations Director - Customer Experience (CX)
đź“Ť UK Mainland | Homebased with regular travel required to ArvatoConnect sites in the UK.
Contract: Permanent
We are looking for an exceptional CX Operations Director who will support and deliver ArvatoConnect’s customer experience strategy, ensuring world-class digital and human-centred customer journeys across all service lines. This role drives CX innovation, transformation, customer insights, and supports the development of future-ready, scalable experience solutions. To deliver this, you will be responsible for the effective delivery and commercial performance of assigned CX accounts across clients. Acting as a business owner for each portfolio, the role will ensure building relationships, contractual delivery, deep client partnership, robust governance, and strong financial stewardship, while driving organic growth and operational innovation.
Your Impact:
You will own and evolve a portfolio of CX accounts, ensuring strong performance today while delivering transformation for tomorrow.
1. Full P&L ownership across assigned CX accounts, driving revenue, contribution, and commercial performance.
2. Lead senior client relationships, acting as the primary CX executive contact for key accounts.
3. Ensure operational excellence and governance, consistently delivering against SLAs, KPIs, and regulatory requirements (including FCA, OFCOM, and data security standards).
4. Lead turnaround and stabilisation, ensuring a sustainable improvement.
5. Drive CX innovation and transformation, including AI-enabled journeys, automation, self-service, omnichannel solutions, and experience measurement.
6. Embed insight-led decision making, using data, analytics, and customer intelligence to shape performance and strategy.
7. Lead customer journey design and service transformation, improving end-to-end customer outcomes.
8. Develop and lead senior operational teams, building a high-performing, customer-centric leadership structure.
9. Drive commercial growth, identifying and delivering upsell, cross-sell, and value expansion opportunities.
10. Partner across the business, working closely with IT, Sales, Solutions, and BPO leadership to deliver integrated transformation.
As part of the senior leadership team, you will also provide continuity of leadership across operations when required, ensuring stability, pace, and performance.
What Success Looks Like:
11. Strong financial performance across CX accounts, including revenue, margin, and contract value growth.
12. Consistent delivery against all operational, contractual, and regulatory commitments.
13. Measurable improvements in customer experience, journey performance, and service quality
14. Successful adoption of digital, AI, and automation-led CX solutions.
15. Deep, trusted client relationships at executive level, driving retention and expansion.
16. High-performing leadership teams with clear capability and succession pipelines.
What We’re Looking For:
We are looking for a transformational CX leader with strong operational credibility and commercial capability.
17. Proven experience operating at Director level within CX, outsourced environments.
18. Demonstrated ownership of multi-account portfolios with full P&L responsibility.
19. Strong expertise in end-to-end customer experience design and operational delivery.
20. Track record of delivering CX transformation, including digital, AI, automation, and journey redesign.
21. Strong demonstrable working knowledge of FCA regulatory requirements, particularly in relation to customer outcomes, complaints handling, and operational governance within a regulated environment.
22. Experience leading service turnaround and operational improvement programmes.
23. Strong commercial acumen with experience shaping and negotiating high-value client solutions and contracts.
24. Proven ability to build and influence C-suite client relationships.
25. Strong matrix leadership capability, influencing across complex stakeholder environments.
26. Commercial expertise, including shaping and negotiating high-value deals.
If this sounds like the right next step for you, we encourage you to apply so we can explore the opportunity in more detail.
Benefits:
We offer a reward package designed to support and recognise senior leadership, including aperformance‑related bonus, company pension, private medical cover, car allowance and access to a broad range of wellbeing, lifestyle, and flexible enhanced family leave benefits.