COO, Large-Scale Customer Operations & Transformation

Alexander Lloyd; England; On-site; GBP 180,000 - 230,000; Full time

Job summary

Alexander Lloyd Executive Search is partnering with a leading organisation to appoint an experienced Chief Operating Officer. This executive role focuses on leading the UK customer operations function, shaping strategy and driving excellence in customer experience, performance and transformation.

You will oversee budgets, governance and partnerships, with strong leadership across large teams and a regulated environment. A high-profile opportunity to influence strategic outcomes at board level.

Qualifications

• Significant experience leading large-scale customer operations and high-volume contact centre environments.
• Proven track record of delivering complex operational transformation and change.
• Strong leadership experience with sizeable teams and senior leadership populations.
• Demonstrable experience improving contact centre performance, customer experience, productivity and service quality.
• Commercial acumen, with responsibility for budgets, P&L and operational performance.
• Excellent stakeholder management skills, including executive and board-level engagement.
• Experience operating within an FCA-regulated environment, which is essential.

Responsibilities

• Develop and execute the operational strategy in line with wider business objectives.
• Lead large-scale customer operations, service delivery and high-volume contact centre functions.
• Drive significant transformation through digitalisation, automation, AI and process improvement.
• Enhance customer experience and operational performance through continuous improvement initiatives.
• Take responsibility for operational budgets, workforce planning and performance management.
• Oversee outsourced and offshore service delivery partnerships.
• Lead operational resilience, governance and risk management across the function.
• Build high-performing leadership teams and strengthen organisational capability.
• Partner with executive and board-level stakeholders to deliver strategic and commercial priorities.

Skills

Large-scale operations

Contact centre leadership

Budgets & P&L

Stakeholder management

Operational transformation

Leadership of senior teams

FCA-regulated experience

Job description

Alexander Lloyd Executive Search is partnering with a leading organisation to appoint an experienced Chief Operating Officer. This executive role focuses on leading the UK customer operations function, shaping strategy and driving excellence in customer experience, performance and transformation.

You will oversee budgets, governance and partnerships, with strong leadership across large teams and a regulated environment. A high-profile opportunity to influence strategic outcomes at board level.