Head of Transformation, CX & Operations

About the role

We are seeking a Head of Transformation, CX & Operations to lead strategic initiatives that enhance customer experience and operational performance across a rapidly scaling global organisation. Reporting to senior leadership, you will translate vision into measurable programmes, working closely with product, technology, marketing and operations teams.

Key responsibilities

• Lead end‑to‑end transformation initiatives across CX and Operations, from scoping to delivery and impact measurement.
• Partner with senior leaders to convert strategic priorities into execution plans and operational roadmaps.
• Develop business cases, ROI models and data‑driven frameworks to support investment decisions.
• Analyse operational data (including SQL queries) and build financial models to diagnose inefficiencies and validate hypotheses.
• Drive cross‑functional alignment through structured communication and influence.
• Prepare executive‑level presentations, narratives and reporting on progress, risks and outcomes.
• Identify, redesign and implement broken processes to enable scalable, high‑performing global operations.
• Monitor performance of initiatives and iterate based on data‑backed feedback.

Required profile

• 5‑7 years of experience in management consulting (MBB, Big 4 Strategy), transformation roles or senior operational/chief‑of‑staff positions.
• Strong analytical mindset with proven ability to lead ambiguous, complex programmes to measurable business impact.
• Exceptional communication and storytelling skills, comfortable presenting to executives.
• Demonstrated cross‑functional leadership and ability to influence without formal authority.
• Experience in fast‑paced, high‑growth or scale‑up environments.

Required skills

• Advanced SQL proficiency.
• Financial and operational modelling.