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Head of Performance Improvement
Full-time
Parcel2Go, the UK's leading parcel delivery comparison website, is seeking a commercially minded, AI-first Head of Performance Improvement, Operations to lead the AI transformation of its Operations function and own the management information, planning, and analytical disciplines that turn it into measurable value. The role makes Parcel2Go Operations materially better, faster, and cheaper through AI, and gives the Board a single trusted view of performance.
Role Brief
Own and drive the Operations AI roadmap end to end: automating customer demand, intelligent self-serve, agent assist, knowledge automation, AI-driven claims, and courier exception handling.
Own the operations MI suite, defining KPIs and making MI the daily heartbeat of the function.
Produce Operations content for the monthly Board pack; act as the Voice of the Customer, owning CX reporting and root-cause analysis of contacts and complaints.
Own the Operations budget cycle and lead resource planning: forecasting, capacity planning, scheduling, intraday management, and contact routing.
Essential Experience
Demonstrable experience deploying AI and automation in a customer operations or service environment with measurable cost or service value delivered.
Proven track record leading a performance improvement, planning, or analytics function in a high-volume service environment.
Experience owning operational MI, KPI design, and executive-level reporting, plus budget ownership and resource planning.
Preferred: working knowledge of modern LLM-based architectures (RAG, agents, fine-tuning, evaluation) and SQL data fluency.
