Transformation Director (Customer Experience & Operations)

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.