Customer Service Transformation Lead

Join us in shaping the future of customer service! We’re looking for a strategic leader to drive our UK Customer Service Transformation as part of our Strategy Execution plan. In this role, you will identify, shape, and lead initiatives that improve how we serve our customers, introducing process, system, and technology changes to boost efficiency and effectiveness.

You will set clear strategic plans with defined milestones, lead delivery, and collaborate with stakeholders across the business. Success means delivering measurable improvements in customer self-service, leveraging new technologies, enhancing quality, and using data insights to optimize operations.

Key Responsibilities

Strategic Planning & Governance

• Develop strategic and annual plans for service transformation with clear benefit cases and secure stakeholder sign-off.
• Define and report on KPIs to demonstrate business benefits achieved.
• Prep...