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Head of Customer Engagement Centre - Immediate Joiner
Full-time
Minimum Experience and Knowledge
Significant senior leadership experience in large-scale contact centre, customer service or customer engagement operations.
Proven accountability for service, quality, workforce and operational performance in a complex, high-volume environment.
Demonstrated experience leading customer experience, digital or contact-centre transformation.
Strong understanding of Conversational AI, automation, digital customer journeys and human-in-the-loop service models.
Experience of workforce optimisation, knowledge management, quality assurance and performance management.
Ability to lead a live operation while delivering material transformation.
Experience in a complex, multi-business or multi-brand environment is strongly preferred.
Job-Specific Skills
Customer Operations Leadership: Leads complex operations while maintaining service and performance.
Digital & AI Fluency: Translates Conversational AI, automation and emerging technology into practical business outcomes.
Customer Experience Management: Applies customer-journey, service-design and experience-measurement disciplines.
Commercial & Operational Acumen: Balances customer outcomes with productivity, workforce effectiveness and cost-to serve.
Data & Insight Orientation: Uses customer and operational data to find root causes, prioritise action and measure impact.
Transformation Leadership: Delivers operating-model and technology-enabled change while protecting continuity.
Cross-Functional Influence: Aligns business, technology, data and customer stakeholders around shared priorities.
People Leadership: Builds future capability and leads teams through significant change.
