The Role As a key part of a high-performing team, you’ll lead on coordinating both large and small-scale change initiatives, impacting teams across the organisation. Reporting into the Director of Operational Strategy & Change, you’ll be the link between customer service operations and other teams to ensure operational change is well controlled. You’ll also drive initiatives to deliver Customer Operations 2025 objectives (Grow Revenue, Protect Revenue and Scale Efficiently) and embed Dojo’s cultural principles. What you will do Work closely with our Product & Tech teams, other business areas, and third-party suppliers to: understand the impact of initiatives on customers and therefore the changes required within the customer service operation influence the product development to understand and mitigate any impact on operational resources and processes agree the delivery cadence and manage the implementation within the operational teams Identify improvements that make it easier for our advisors to resolve customer queries, and upsell products & services Understand best practice and emerging customer requirements for customer service and assess whether it’s appropriate for us What you will bring … An established leadership background & change management experience, in dynamic, fast-paced, customer-focussed environments A genuine customer-first attitude A team player, happy to work as part of a virtual team, collaborating with other internal departments across multiple offices to do the right thing for our customers and business Self-motivation and the proven ability to proactively identify improvement opportunities A data-driven approach to clearly demonstrate the cost versus benefit of improvement initiatives Experience of working with senior stakeholders Excellent understanding of operational best practice and current customer service technical solutions A naturally collaborative approach with exceptional communication skills A strong understanding of, and ability to work in, an agile environment.