Head of Change

**Job Ref: DJMA32311**

**Role: Head of Change**

**Location: Hybrid work model with 3 days in the office (London and Northern Home Counties)**

**Opportunity to work for an award-winning business and be at the forefront of customer contact innovations.**

**Salary: £70-80k base, bonus bens.**

Are you a tech-savvy innovator with a passion for customer experience and a flair for leading change? We are seeking an exceptional individual to take on the role of Head of Change (Customer) at an award-winning retail business.

Our customer is a digital-first retail company, and as early adopters, they constantly strive to stay ahead of the curve. Their commitment to customer satisfaction and diversity sets them apart in the industry. Now, they are looking to elevate their game by formalising and enhancing their Change function.

As the Head of Change, you will be the driving force behind revolutionising the customer contact centre technology. Leveraging your expertise in bots, AI, and automation, you will spearhead the implementation of cutting-edge solutions to elevate both customer and agent experiences. Your role will be pivotal in shaping the strategic roadmap and leading a small, dynamic team to achieve transformational milestones.

**Some of your responsibilities**:

- Lead digital and technology change initiatives to optimise the customer contact centre and experience.
- Collaborate closely with Customer Experience, Customer Service, and Contact Centre teams to deliver exceptional results.
- Champion the adoption of new technologies and evangelise their benefits throughout the organisation.
- Foster strong communication and relationships across the business, from senior leadership to marketing and technology departments.
- Cultivate and maintain stakeholder and vendor relations, becoming the go-to expert for all matters related to technology implementation.
- Explore market opportunities and assess offerings from various suppliers, developing business plans for the most suitable solutions.
- Focus on enhancing automation, digital capabilities, and AI to drive efficiency and ROI while continuously improving the customer journey.

**Your Profile**:

- We are seeking a visionary leader who can bridge the gap between technology and customer-centricity. To thrive in this role, you should possess the following qualities:

- Proven track record in successfully leading change and transformation projects.
- Experience in deploying bots, AI, and automation within a contact centre or customer-centric environment.
- Excellent communication skills to engage and inspire stakeholders at all levels.
- Experience in managing vendor relationships and negotiating contracts.
- A passion for customer experience and diversity, aligned with our values.

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters - We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

**Job Types**: Full-time, Permanent

**Salary**: £70,000.00-£80,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: DJMA32311