CCP are delighted to be partnering with a well-established, customer-focused brand embarking on a significant period of transformation across their contact centre operation. This is a high-impact opportunity to shape and deliver a full end-to-end transformation programme - spanning technology, process, and customer experience.
 
> Hertfordshire (Hybrid - 2 days per week, ideally Monday & Thursday)
> 12-18 Month FTC
> £100,000
> Start ASAP
> Interviewing week commencing Monday 13th April
 
The Role
 
This is a true transformation leadership role, where you will work closely with the CEO and senior leadership team to define the vision, create a clear blueprint, and deliver a roadmap that modernises and elevates the entire customer operation. You'll take ownership of both strategy and execution - bringing ideas to life, embedding change, and ensuring measurable improvements in performance and customer outcomes.
 
Key Responsibilities

• Partner with the CEO to define and shape the future vision of the contact centre
• Design and deliver a transformation roadmap across people, process, and technology
• Lead key initiatives including:
• IVR optimisation and redesign
• Salesforce implementation and integration
• Chatbot development and continuous improvement
• AI and automation strategy (including reduction of repeat contacts)
• Drive operational efficiency and improved customer journeys across all channels
• Lead and develop a small in-house operational team
• Oversee and optimise performance of an offshore BPO partner in South Africa
• Embed a culture of continuous improvement and innovation

What We're Looking For

• Proven experience leading contact centre transformation programmes end-to-end
• Strong background in CX, customer operations, and digital transformation
• Experience implementing or optimising technologies such as Salesforce, IVR, AI, and chatbots
• Ability to operate at both strategic and hands-on levels
• A clear visionary - able to create a compelling blueprint and bring stakeholders on the journey
• Strong leadership skills, with experience managing both in-house and offshore teams
• Commercially astute, with a focus on driving measurable outcomes

Why This Role?
 
This is an opportunity to take full ownership of a transformation journey within a business that is genuinely invested in change. You'll have visibility at board level, autonomy to shape the direction, and the backing to deliver meaningful, lasting impact.
 
This role is being managed exclusively by Mark Conway at CCP Recruitment. If you're ready to lead a transformation that truly reshapes customer experience and operations, we'd love to hear from you.
 
> Please apply online and we'll aim to respond within 72 hours.