The Head of Transformation & Enablement is a senior strategic leadership role responsible for transforming service delivery into a world‑class, digitally enabled customer and operational experience. This role will lead the evolution of the organisation’s service model through operational transformation, AI‑enabled capabilities, digital self‑service, and modern customer experience design. The focus is on optimising processes, technology, and operating models to deliver seamless, efficient, and scalable service delivery while shifting the service organisation from a traditional cost centre to a value‑creation function. The role will champion the concept of Service as a Product, ensuring that service delivery is designed, measured, and continuously improved with the same rigour as product development, delivering measurable value to both customers and the business. Working across customer operations, technology, and business teams, the Head of Transformation & Enablement will drive strategic change initiatives that improve customer outcomes, enable operational excellence, and position service delivery as a strategic differentiator for the organisation. The role will also oversee the evolution and optimisation of CRM capabilities to ensure that systems, automation, and data support intelligent service delivery and continuous improvement.
Key Outcomes for the Role
* A digitally enabled, AI‑supported service delivery model.
* Increased customer adoption of digital and self‑service channels.
* Improved customer satisfaction and operational efficiency.
* Enhanced CRM capability supporting intelligent service management.
* A service organisation that drives measurable business value.
* Continuous improvement in customer experience and operational performance.
Key Responsibilities
* Operational Transformation & Service Enablement
* Lead the transformation of service operations to create a modern, digitally enabled, and customer‑centric service organisation.
* Design and implement a world‑class service delivery model that optimises operational efficiency, customer experience, and scalability.
* Drive the adoption of AI, automation, and digital technologies to improve service processes, increase speed of resolution, and reduce operational friction.
* Develop and implement customer self‑service capabilities that empower customers while improving operational efficiency.
* Champion the evolution of service from a cost centre to a value‑creation capability, delivering measurable business impact.
* Embed the Service as a Product approach, ensuring services are designed, managed, and continuously improved as strategic offerings.
* Identify opportunities to streamline workflows, remove inefficiencies, and enhance productivity across service operations.
Qualifications
* Significant leadership experience within operational transformation, customer experience, or service operations environments.
* Experienced in leading change, CX Transformation within the B2B Telecommunications industry.
* Strong track record delivering large‑scale transformation or operational improvement initiatives.
* Experience implementing AI, automation, and digital technologies within service or operational environments.Experience designing and implementing digital service and self‑service capabilities.
* Strong understanding of process improvement methodologies (Lean, Six Sigma, or equivalent).
* Experience managing and optimising CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot).
* Proven ability to lead organisational change and influence senior stakeholders.
* Strong analytical mindset with the ability to translate insights into actionable improvements.Excellent communication, leadership, and stakeholder engagement skills.
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