Transformation Director (Customer Experience & Operations)
Posted 1 day ago by Chapman Tate Associates
Negotiable
Outside
Onsite
London Area, United Kingdom
Summary: The Transformation Director (Customer Experience & Operations) role is focused on leading operational and customer experience transformation for a fast-growing business with a portfolio of approximately 60 sites. This hands-on position requires identifying inefficiencies, fixing processes, and implementing scalable solutions to enhance customer experience and operational performance. The role demands a seasoned leader with extensive experience in transformation and change management, particularly in retail or hospitality sectors. The position offers significant ownership and direct access to senior leadership, enabling impactful changes in customer operations.
Key Responsibilities:
- 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
Key Skills:
- 15+ years’ experience in operations leadership
- Background in retail, hospitality, or multi-site operations
- Proven track record of leading transformation/change programmes
- Ability to challenge thinking and execute effectively
- Comfortable operating at pace in a scaling environment
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: outside IR35
Seniority Level: Senior
Industry: Other
Role: Transformation Director (Customer Experience & Operations)
Location: London (onsite)
Duration: 12 Months (Outside IR35)
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.