Head of Customer Experience & Contact Center Operations
London | Hybrid
Up to £100 + £17k Bonus, 30 Days Holiday, 14% Pension, Full Family Health Care +
This is a senior leadership experience in multi-site customer-service & contact-centre operations and requires a strong understanding finance,/banking telephony, case-management and workforce-management platforms (e.g., Genesys, NICE, Verint, Zendesk, Salesforce Service Cloud).
Overseeing multi-site operations including offshore locations you will own service performance across customer-service operations, ensuring consistent service levels, strong workforce planning, robust quality controls, and a high-performance culture. Lead risk management, operational reporting, and continuous improvement across multiple region
Key Responsibilities
* Oversee capacity planning, forecasting, and service-level delivery.
* Manage operational budgets and monthly performance reviews.
* Lead service tools oversight (telephony, case management, reporting platforms).
* Drive a strong risk-management culture and compliance with customer-outcome obligations.
* Build capability: recruitment, onboarding, skills development, competency frameworks.
* Lead Quality Assurance and ensure consistent service standards.
* Develop executive-level reporting and operational dashboards.
* Partner with product, change, and technology teams to improve customer journeys.
* Monitor industry best practice and competitor activity to inform service strategy.
Candidate Profile
* Senior leadership experience in customer operations or contact-centre environments.
* Prior experience in a Large Financial Services firm. (Bank, Insurance, Credit Cards Etc.)
* Strong understanding of telephony/case-management platforms (e.g., Genesys, NICE, Zendesk).
* Skilled in capacity modelling, forecasting, and performance management.
* Experience operating in regulated environments.
* Strong analytical, reporting and stakeholder-management capabilities.
* Proven track record developing teams and uplifting service culture.
* Comfortable leading through change and transformation.