Role: Transformation Director (Customer Experience & Operations)
Location: London (onsite)
Are you an operations leader who’s stepped into transformation?
We’re working with a fast-growing business looking for someone to drive real, tangible change across a circa 60 site portfolio — improving both how the business operates and how customers experience it. This is a hands-on transformation role, not a BAU ops job.
The Brief?
* Lead operational and customer experience transformation across multiple sites
* Identify inefficiencies, fix broken processes, and implement scalable ways of working
* Use customer data and touchpoints to uncover pain points and improve NPS & retention
* Drive performance, reporting, and operational cadence
* Deliver cost savings and efficiency gains
* Work cross-functionally to land change across Ops, Facilities, Commercial, IT, and more?
Who we’re looking for
* ~15+ years’ experience
* Background in retail, hospitality, or multi-site operations
* Proven track record of leading transformation / change programmes
* Someone who can challenge thinking, not just execute
* Comfortable operating at pace in a scaling environment
This is a high-impact role with real ownership along with the opportunity to reshape customer operations at scale with direct access to senior leadership, making visible a real impact on customer experience, performance, and growth.
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