Operational and Delivery Transformation Director
Operational and Delivery Transformation Director
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Job Description
Are you a visionary leader with a passion for operational excellence and transformation At Capita Experience were on a mission to redefine customer experiencecombining people data and technology to deliver frictionless experiences for the Life Moments that really matter for our clients and their customers.
As our new Operational and Delivery Transformation Director youll play a pivotal role in shaping our future. Reporting directly to the UK & Ireland Delivery Director youll be a key member of our Senior Leadership Team driving our evolution into a trusted transformation partner for our clients.
Job title:
Operational and Delivery Transformation DirectorJob Description:
What youll be doing:
- Leading end-to-end service delivery across client operations and support functions ensuring KPIs SLAs and customer satisfaction targets are consistently met.
- Acting as a change agentidentifying underperformance simplifying complexity and embedding a transformation-first mindset across teams.
- Owning financial and operational outcomes using data and analytics to drive decisions forecast performance and mitigate risks.
- Designing and executing transformation strategies including automation process reengineering and workforce optimisation.
- Building trusted strategic relationships with clientsaligning delivery with expectations and uncovering opportunities for innovation and growth.
- Ensuring robust governance risk management and compliance across all operations.
Essential Experience & Capabilities:
- Proven track record in operational transformation: Demonstrated experience leading large-scale change initiatives across complex multi-site environments ideally within shared services or BPO settings.
- Strong commercial and financial acumen: Ability to manage budgets drive profitability and make data-informed decisions that balance service quality with financial outcomes.
- Resilience and adaptability: Comfortable working in fast-paced ambiguous environments; able to challenge existing processes and lead teams through change.
- Collaborative leadership: Experience building and leading high-performing inclusive teams across functions and geographies; skilled in stakeholder alignment and cross-functional collaboration.
- Client relationship management: Proven ability to manage complex client relationships including contractual obligations service delivery expectations and strategic growth opportunities.
- Continuous improvement and transformation leadership: Experience designing and delivering transformation strategies such as process reengineering automation and workforce optimisation. Skilled in embedding a culture of continuous improvement using methodologies like Lean Six Sigma or similar.
Why Capita ExperienceWere a people-powered business supported by cutting-edge AI and data insights. Our hybrid working model offers flexibility and our culture is built on trust innovation and continuous improvement. Join us and help shape the future of customer experience.
Whats in it for you
- Offering a competitive salary
- Able to work from home with an assigned office in Darwen with the expectation to travel when required.
- 23 days holiday (rising to 27) with the opportunity to buy extra leave
- Company matched pension life assurance a cycle2work scheme 15 weeks fully paid maternity adoption and shared parental leave paternity pay of two weeksand plenty more
- Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising to health & wellbeing travel and technology
- The opportunity to take a paid day out of the office volunteering for our charity partners or a cause of your choice
- Access to our Employee Network Groups which represent every strand of diversity and allow colleagues to connect and learn from each other on an open inclusive platform
What we hope youll do next:
- Choose apply now to fill out our short application and attach your CV
- If your experience and skills are a match we will contact you to discuss the role further
Were an equal opportunity and Disability Confident employer which means we recruit and develop people based on their merit and passion. Were committed to providing an inclusive barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio) or if youd like to discuss other changes or support you might need going forward please email and well get back to you.
Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process including communication support at interviews such as a British Sign Language you require this support you can apply for this support at more information about equal opportunities and process adjustments please visit the Capita Careers website.
Location:
DarwenUnited KingdomTime Type:
Full timeContract Type:
PermanentRequired Experience:
Director
Employment Type
Full-Time
