Head of Transformation, CX & Operations

About the role

This senior position leads high‑impact transformation programs 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 initiatives that improve CX and operational performance at scale.

Key responsibilities

• Design, launch and own end‑to‑end transformation initiatives across CX and Operations.
• Partner with senior leaders to turn strategic priorities into detailed execution plans and roadmaps.
• Build robust business cases, ROI models and data‑driven frameworks to guide investment decisions.
• Use SQL and financial modeling to diagnose inefficiencies, validate hypotheses and track impact.
• Align cross‑functional teams (Product, Tech, Marketing, Operations) through structured communication and influence.
• Prepare executive‑level presentations, narratives and reporting materials.
• Identify, redesign and scale broken processes to support global operations.
• Monitor performance, iterate based on data and ensure continuous improvement.

Required profile

• 5‑7 years of experience in management consulting (MBB, Big 4), transformation roles or senior operational positions.
• Proven ability to lead ambiguous, complex initiatives from concept to measurable impact.
• Strong analytical mindset with a hands‑on approach to both strategy and execution.
• Excellent communication, storytelling and executive‑presentation skills.
• Experience in high‑growth or scale‑up environments.

Required skills

• Advanced SQL proficiency.
• Financial modeling and ROI analysis.