Customer Change Lead

Senior and executive search across customer operations, CX and contact centres.

Liverpool, hybrid (2 days a week on site) | 6 months | £70,000 equivalent

We’re looking for a Customer Change Lead to take a busy customer operation and make it faster and simpler for the people it serves.

The service handles high volumes of applications and enquiries. The journey has too many hand-offs: emails pass between shared inboxes with no clear owner, the same errors come back again and again, and customers can wait days for an answer. New performance data now shows what each person handles. Your job is to use it to build a better service.

You’ll work alongside the senior leadership team, starting with one service area and a team of around 25, then take the same approach into the wider customer operation.

• Implementation of a new multi contact case system
• Map the customer journey end to end and cut out the back and forth for customers and staff
• Give every enquiry a clear owner and move the team towards same-day callbacks
• Coach team managers to run their teams on the new measures
• Get more from the systems the team already uses, and build the case for any changes
• Hand over changes the managers can run once your contract ends

• Leadership foundations, and evedance of successfully implementing change and success across the 3 key areas (people, tech and processes)
• A track record leading change in a customer operation or contact centre
• A commercial head: you can put a cost and a payback against each change
• The confidence to challenge long-established ways of working and bring long-serving colleagues with you
• Stakeholder skills that hold up at senior level
• Experience of working to contracted SLAs is a plus
• Availability to start without (or a short) notice period

• Start ASAP