Transformation Director (Customer Experience & O...

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