Lead the organisation’s end to end customer experience strategy, ensuring a consistent and insight led approach
Shape and evolve a customer centric operating model across digital, contact centre, field, and network operations
Drive data led decision making and embed customer insight into strategic and operational priorities
Deliver large scale transformation programmes with clear customer, operational, and financial outcomes
Identify and realise efficiency gains and cost to serve improvements through optimisation of customer journeys
Lead the integration and simplification of customer journeys and systems across merged entities
Ensure customer risk is effectively managed during transformation, maintaining service continuity and trust
Influence the digital and technology roadmap to maximise value from automation, AI, and digital capabilities
Build organisational capability in customer experience, service design, and continuous improvement
Foster strong cross functional collaboration and provide leadership to multidisciplinary teams to deliver results

Proven senior leadership experience delivering large scale transformation within telecommunications or similarly complex service environments
Demonstrated ability to lead cross functional programmes with clear customer and financial outcomes
Deep understanding of customer experience, operational processes, and digital enablement, including data led insight and journey optimisation
Strong commercial acumen with experience in cost optimisation, efficiency improvement, and value creation
Ability to operate confidently at executive level and influence senior stakeholders
Advanced problem solving capability with a strategic, data driven approach to complex challenges
Strong change leadership skills with the ability to drive cultural and behavioural transformation
Excellent planning and organisational skills, translating strategy into clear and prioritised roadmaps
Highly effective communication and relationship building skills, with the ability to align diverse stakeholders
Ability to deliver at pace in complex, high pressure environments while maintaining focus on customer and business outcomes

Head of Customer Transformation and Experience

Key skills