Strategic CX Operations Lead: Data-Driven & Scalable

Jobtailor; Manchester; On-site; GBP 90,000 - 130,000; Full time

Job summary

Melio is seeking a senior leader to steer Customer Experience operations across the business in Manchester, aligning strategy with execution and scalable operating models.

You will own performance, dashboards, and workforce management, partnering with CX Analytics, Product, and Engineering to improve products and processes.

This role demands data-driven decision making, strong stakeholder management, and hands-on leadership to build a high-performing team in a fast-paced fintech environment.

Qualifications

• Strategic leadership translating priorities into scalable operating models.
• Strong business acumen and stakeholder management.
• Analytical and problem-solving capabilities.
• Experience leading change and continuous improvement initiatives.
• Customer-focused mindset with hands-on execution.
• Proven CX/Operations leadership in complex environments.
• Experience scaling teams in B2B SaaS/technology.
• Ability to influence decisions with data and metrics.
• Experience leading cross-functional change in fast-paced settings.
• Experience in regulated industries like financial services preferred.

Responsibilities

• Lead operational strategy and execution across Customer Experience for Melio.
• Own operational performance management, metrics, reporting, and insights.
• Partner with CX Analytics to build dashboards and reporting.
• Lead Workforce Management, Quality Assurance, and CX Systems Operations.
• Improve productivity and customer experience through process optimisation and tooling improvements.
• Lead strategic projects and cross-functional change initiatives.
• Partner with Product and Engineering to improve products and customer experiences.
• Support operational planning, goal setting, and investment decisions.
• Advise CX and business leaders using data and insights.
• Build, coach, and develop a high-performing operations team.
• Manage risks, compliance and regulatory obligations.

Skills

Strategic operational leadership

Customer Experience management

Data-driven decision making

Change management

B2B FinTech experience

Stakeholder management

Analytical problem solving

Leadership capability

Cross-functional leadership

Strong communication

Tools

Zendesk

Tableau

Workforce management tools

Quality assurance practices

Job description

Melio is seeking a senior leader to steer Customer Experience operations across the business in Manchester, aligning strategy with execution and scalable operating models.

You will own performance, dashboards, and workforce management, partnering with CX Analytics, Product, and Engineering to improve products and processes.

This role demands data-driven decision making, strong stakeholder management, and hands-on leadership to build a high-performing team in a fast-paced fintech environment.