Customer Service Transformation Lead

Michael Page (UK); Bromley; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Service Transformation Lead in Bromley. The role involves developing strategic plans for service transformation, leading initiatives, and ensuring efficient operational changes. Candidates should have proven experience in service transformation, a strong understanding of implementing technological changes, and the ability to engage stakeholders effectively. The position offers a competitive salary, discretionary bonus, and flexible working arrangements, with additional annual leave options.

Benefits

Competitive Salary

Discretionary Annual Bonus

Flexible Start Times

28 days annual holiday

Qualifications

• Proven experience in shaping and delivering service transformation programmes.
• Familiarity with technologies for service efficiency and customer experience.
• Ability to influence and engage stakeholders at all levels.

Responsibilities

• Develop strategic and annual plans for service transformation.
• Define and report on KPIs.
• Lead and execute the delivery of transformation initiatives.

Skills

Service transformation programmes

Stakeholder engagement

Technological implementation

Analytical skills

Communication skills

Project management

Tools

MS Office

Job description

• Immediate Start Available
• Exciting Hands On Transformation Role

About Our Client

My client are within the financial services sector, offering innovative solutions and a focus on improving customer experiences. They aim to deliver exceptional service through a commitment to operational excellence and transformative strategies.

Job Description

• Develop strategic and annual plans for service transformation with clear benefit cases and secure stakeholder sign-off.
• Define and report on KPIs to demonstrate business benefits achieved.
• Prepare progress reports and attend governance meetings in line with our Strategic Execution Delivery framework.
• Ensure adherence to agreed governance processes by liaising with stakeholders and project teams.
• Lead and execute the delivery of transformation initiatives, meeting timelines and milestones
• Implement process, system, and technology changes effectively to improve operational efficiency and customer experience.
• Collaborate with stakeholders to shape initiatives and secure buy-in.
• Communicate progress, risks, and achievements clearly to senior leadership and project teams.

The Successful Applicant

A successful Customer Service Transformation Lead should have:

• Proven experience in shaping and delivering service transformation programmes within customer service environments.
• Familiarity with the latest technologies and best practices for service efficiency and customer experience.
• Strong understanding of implementing technological or systems changes (e.g., live chat, AI tools) and when to leverage them.
• Ability to influence and engage stakeholders at all levels to drive transformation.
• Skilled in creating business cases that balance cost and expected benefits.
• Excellent written and verbal communication skills.
• Experience producing status reports, presentations, and metrics.
• Highly self-motivated, organised, and able to manage multiple priorities.
• Strong analytical and critical thinking skills with a problem-solving mindset.
• Innovative, resilient, and open to challenges.
• Proficient in MS Office (Word, Excel, PowerPoint, Teams, Outlook).
• Solid experience in project management and delivery.

What's on Offer

On offer for the successful Customer Service Transformation Lead:

• Competitive Salary
• Discretionary Annual Bonus
• Flexible Start Times
• 28 days annual holiday plus bank holidays, with the option to purchase additional days.

If you are ready to lead transformative projects and enhance customer service operations as their customer service transformation lead, apply now to join a forward-thinking team in Bromley.