Delivery Lead - Customer Operations Transformation
Delivery Lead - Customer Operations Transformation
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1 Vacancy
Job Description
Salary: 70000
Location: Northampton/Hybrid
Role Type: FTC up to 9 months
Candidate Journey: Our goal is to reply to applications within 3 working days. Additionally we make sure to acknowledge evaluate and respond to all applications as a way of showing our appreciation for your time and effort in applying to us.
Interview Process: TBC
Join us at Staysure Group to lead a transformative role that shapes the future of a dynamic growing company committed to customer satisfaction employee engagement and operational excellence.
At Staysure Group we are on an ambitious growth journey to enhance customer experiences empower our colleagues and drive sustainable business success across multiple brands. To achieve these goals we have aligned over 50 transformation initiatives under five strategic pillars:
- Growth Core Challenger Comparison & Partnership brands
- Product platform and customer journey transformation
- Customer and employee operations transformation
- Security compliance and regulatory transformation
- Business optimisation
The Groups Transformation Function is responsible for realising these strategic objectives through the design delivery and management of the Group Transformation Portfolio. We work crossfunctionally with experts from Technology Product Finance and other business areas to deliver bestinclass outcomes.
Role Overview
The Delivery Lead Customer Operations Transformation will report to the Head of Transformation Delivery and work closely with key stakeholders including the Chief Product Officer Chief Operations Officer Chief People Officer and MD of Technology. This individual will play a crucial role in defining and delivering a digitallyled portfolio focused on customer and employee service transformation ensuring optimal outcomes for both the business and its customers. The role will involve collaborating with operations product and customer journey teams across multiple brands and working across diverse time zones and geographies.
Key Responsibilities
1. Portfolio Management
Oversee the comprehensive management of transformation initiatives within the Customer & Employee Operations domain ensuring alignment with Staysure Groups strategic objectives.
Plan and coordinate complex crossfunctional transformation programmes driving significant improvements in customer and employee service metrics.
2. Programme Delivery
Lead the delivery of highimpact digitallyled transformation programmes focused on customer and employee operations ensuring timely costeffective and highquality outcomes.
Manage risks dependencies and resource allocation efficiently to optimise programme performance and meet agreed targets.
3. Stakeholder Engagement and Leadership
Collaborate closely with senior leaders to align transformation efforts with organisational priorities ensuring shared ownership and accountability.
Build strong partnerships across Product Operations and Technology teams driving alignment and collective responsibility for successful programme outcomes.
4. Digital and Operational Expertise
Implement and lead new telephony platforms and customer service solutions enhancing efficiency metrics such as AHT (Average Handling Time) NPS (Net Promoter Score) and cost per call.
Drive the integration of AIdriven initiatives to elevate customer service capabilities and improve the overall customer experience.
5. Change Adoption and Management
Ensure seamless adoption and embedding of delivered change within business functions enabling consistent processes and minimising the need for manual workarounds.
Support comprehensive change management strategies to maximise benefits realisation and ensure sustainable transformation outcomes.
6. Performance and Continuous Improvement
Foster a culture of high performance and accountability driving pace and excellence across delivery teams.
Identify and implement best practices driving continuous improvement within the delivery function.
Qualifications
Extensive experience in defining and delivering a portfolio of digitallyled change for customer and employee operations ideally with a strong focus on customer service improvements.
Proven track record of leading highprofile digital transformation programmes for major UK brands with demonstrable impact on operational and customer service metrics.
Expertise in telephony and AI implementation with a history of delivering new platforms and solutions.
Strong leadership and stakeholder management skills with the ability to engage effectively at senior executive levels and across different business units.
Digitalnative mindset with comfort working within agile productled organisations and technology teams.
Experience in leading offshore teams and partners ensuring effective collaboration across different geographies and time zones.
Key Competencies
Strategic leadership with an operational focus
Advanced programme and portfolio management skills
Exceptional communication and influence
Flexibility in dynamic and complex environments
Collaborative and agile approach to work
Were assembling a diverse teamwhere skills not checkboxes reign supreme regardless of race religionsex sexual orientation gender identity or disability. Our compass points to inclusion.
Staysure Group welcomes all new starters with open arms providing training development opportunities and great benefits.
Employment Type
Full Time
