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.