Head of Transformation, CX & Operations

About the role

This senior position leads high‑impact transformation initiatives at the intersection of customer experience, operations, and business strategy for a fast‑growing global organization. Reporting to senior leadership, you will translate strategic vision into measurable programs that improve CX and operational performance at scale.

Key responsibilities

• Design, launch and own end‑to‑end transformation programs across CX and Operations.
• Partner with senior leaders to turn strategic priorities into detailed execution plans and roadmaps.
• Build business cases, ROI models and data‑driven frameworks to support investment decisions.
• Use SQL‑based analysis and financial modeling to diagnose inefficiencies and validate hypotheses.
• Align cross‑functional teams (Product, Tech, Marketing, Operations) through structured communication and influence.
• Create executive‑level presentations, narratives and reporting to track progress, risks and outcomes.
• Identify, redesign and scale broken processes to enable high‑performing global operations.
• Monitor performance metrics and drive continuous improvement through data‑backed iteration.

Required profile

• 5‑7 years of experience in management consulting (MBB, Big 4 Strategy), transformation roles, or senior operational/chief‑of‑staff positions.
• Proven ability to lead ambiguous, complex initiatives from concept to measurable impact.
• Strong analytical mindset with advanced SQL proficiency and experience building financial or operational models.
• Exceptional communication and storytelling skills for executive audiences.
• Demonstrated cross‑functional leadership and influence without formal authority.
• Experience in fast‑paced, high‑growth or scale‑up environments.

Required skills

• SQL
• Financial modeling

What we offer

• Opportunity to shape transformation strategy in a rapidly scaling global company.
• High visibility with senior leadership and executive decision‑making.
• Dynamic, data‑driven work environment focused on impact.