Transformation Director (Customer Experience & Operations)

Operations leader reporting to the COO hands-on transformation role . • 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? retail, hospitality, or multi-site operations • Proven track record of • ~10+ years’ experience 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