Head of Transformation, CX & Operations

About the role

This senior position leads high‑impact transformation initiatives at the intersection of customer experience, operations, and business strategy for a fast‑growing global organization. Reporting to senior leadership, you will translate strategic vision into measurable programs that improve CX and operational performance at scale.

Key responsibilities

• Lead end‑to‑end transformation initiatives across CX and Operations, from scoping to measurable impact.
• Partner with senior leadership to turn vision into structured execution plans and operational roadmaps.
• Build robust business cases, ROI models, and data‑driven frameworks for investment decisions.
• Use SQL and financial modeling to diagnose inefficiencies, validate hypotheses, and monitor performance.
• Align cross‑functional teams (Product, Tech, Marketing, Operations) through influence and clear communication.
• Prepare executive‑level presentations, narratives, and reporting materials.
• Identify and redesign broken processes to enable scalable, high‑performing global operations.
• Continuously monitor initiative performance and drive data‑backed iteration.

Required profile

• 5‑7 years of experience in management consulting (MBB, Big 4 Strategy), transformation roles, or senior operational/chief‑of‑staff positions.
• Strong analytical capabilities with a proven track record of delivering measurable business impact.
• Exceptional communication and storytelling skills for executive audiences.
• Ability to influence without formal authority and lead ambiguous, complex initiatives.
• Experience in fast‑paced, high‑growth or scale‑up environments.
• Hands‑on mindset, comfortable operating at both strategic and detailed execution levels.

Required skills

• Advanced SQL proficiency
• Financial and operational modeling