Summary: The Transformation Director (Customer Experience & Operations) role is focused on driving significant change across a portfolio of approximately 60 sites in London. This hands-on position requires an operations leader with around 15+ years of experience, particularly in retail, hospitality, or multi-site operations, to lead transformation initiatives that enhance both operational efficiency and customer experience. The role involves identifying inefficiencies, implementing scalable processes, and working cross-functionally to achieve performance improvements and cost savings. This position offers the opportunity to have a high impact on customer operations, with direct access to senior leadership and the ability to reshape customer experience at scale. The contract duration is 12 months and is classified as outside IR35.
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.
