Full-Time Director of Operational Effectiveness

Director of Operational Effectiveness is a senior leadership role responsible for developing colleague-focused strategies that enhance engagement, facilitate change, and embed a high-performance culture within Customer Service & Operations.

This role plays a pivotal part in shaping and delivering the Customer Services Strategy, ensuring alignment across all teams through effective communication, collaboration, and strategic initiatives.

As a trusted advisor to the Group Director of Customer Service & Operations, this role will influence and support operational transformation, ensuring that business objectives translate into tangible improvements for both colleagues and customers.

The role requires strong leadership, strategic vision, and the ability to engage and inspire teams.

Customer Services Strategy & Leadership

• Support the design, implementation, and continuous evolution of the Customer Services Strategy, ensuring alignment with business objectives.
• Partnering with the Customer Service Leadership Team and other functional partners to define and execute change management strategies for organisational transformation.
• Provide strategic oversight on operational effectiveness ensuring visibility of functional performance to all levels of the organisation.
• Act as a key liaison between the Customer Services Leadership Team and other business functions to drive alignment and cross-functional collaboration.
• Establish and implement governance frameworks to ensure ongoing performance improvement and strategic execution.
• Inspire, motivate, and support the development of teams, fostering a coaching culture that enhances capability and engagement across the function.

Experience

• Strong senior leadership experience within a large-scale customer service, operational and transformation environment.
• Proven track record in designing and implementing customer service strategies, employee engagement programs, and large-scale operational improvements.
• A skilled communicator with the ability to understand and share complex information and ideas in a way that our people can relate to.
• Demonstrates a proven track record of presenting information effectively to executive level audiences.
• Strong background in internal communications and/or organisational effectiveness.
• Extensive experience in leading large-scale change and transformation programs within a dynamic and complex business environment.
• Strong understanding of customer service performance metrics, governance frameworks, and operational best practices.
• Experience in working with third-party suppliers, operating models, and service delivery partnerships.

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