Head of Operations & CX New
Our client is seeking a strategic and commercially focused Head of Operations & Customer Experience to lead and optimise performance across a complex, multi-stakeholder service environment. This leadership role offers the opportunity to shape operational strategy, enhance customer experience, and drive performance across a large-scale service network.
Reporting to executive leadership, you will take ownership of end-to-end operations, ensuring the effective delivery of services across multiple stakeholder groups. You will lead a high-performing, multi-functional team spanning operations, service delivery and customer contact functions, embedding a culture of accountability, continuous improvement and customer excellence.
A key focus of the role is the oversight and optimisation of customer contact centre operations, ensuring high service standards, strong SLA performance and efficient issue resolution. You will also lead the development of a data-driven operating model, using performance insights to identify trends, improve processes and support strategic decision-making.
You will act as a senior escalation point for complex operational and customer issues, driving root cause resolution and implementing long-term improvements. In parallel, you will lead strategic programmes and cross-functional initiatives, ensuring delivery against organisational objectives within structured governance frameworks.
This role requires a strong balance of strategic thinking and operational execution, with the ability to influence stakeholders, align teams and deliver measurable results in a fast-paced environment.
The ideal candidate will bring significant leadership experience in operations, service delivery or programme management, with a strong track record in customer service or contact centre environments. You will be highly analytical, commercially aware and confident managing multiple priorities while driving performance and engagement across teams.
This is a high-impact opportunity for a motivated leader to shape operational excellence and deliver meaningful customer outcomes at scale.
#LI-DAC #plus