director of customer insight & operations - london

job type
£ 100,000 per year
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job details

london, greater london
job category
customer services
job type
£ 100,000 per year
reference number
0117 311 6466
apply now

job description

Are you a senior Customer focussed business improvement leader, with a successful track record delivering challenging, complex change and transformation programmes across customer focused organisations? Would you like to work for a well funded not for profit organisation? If so, read on…

The company I am working with are embarking on an ambitious business transformation programme, changing the way they engage with their customers and deliver services (online, digital and self service web portals). To achieve the wider strategic objectives, the business require an inspirational leader; tasked with heading up a business process improvement team and overseeing the business improvement programme.

You will own and deliver the new 'digital' customer journey; ensuring it is innovative, great value for money and providing a best in class customer experience. You are likely to be a Lean practitioner and experienced in overhauling existing sometimes complex business processes to drive out the complexities and build new, fit for purpose customer journeys.

Key requirements:-

* Provide leadership & insight around customer journey creation
* Head up business process improvement team (30 people)
* Using data intelligently to make key decisions, driving out complexities
* Be commercially aware, credible, creative and forward-thinking to develop and implement the new digital customer experience, assessing and mitigating risk along the way
* Implement appropriate methodologies and frameworks to ensure success (e.g. Lean)
* Facilitate improved core business processes, design and delivery of both strategic and tactical change with a strong focus on the customer and customer experience


* Collaborative style, proven at working in partnership with key stakeholders (not a pure top down approach)
* Track record of leading customer centric organisation(s) through challenging programmes of change and improvement
* Significant experience of delivering Business Transformation, including Analysis, Project, Portfolio, Benefits management & Process Re-engineering
* Ability to break down and communicate complex issues with excellent problem solving skills

This is a great opportunity to join a fantastic, very well respected organisation at a genuinely exciting time.

If you are interested in applying for the role please send an up to date copy of your CV for immediate consideration.

Randstad Technologies Ltd is a leading specialist recruitment business for the IT industry. Please note that due to a high level of applications, we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.


Customer insight, Business Process, Change, Director, Head