Global CS Head of Strategy, Process and Policy

3 weeks ago

Sunderland, United Kingdom Just Eat Takeaway.com Full time

Location: Sunderland or Amsterdam

Closing Date: 19.02.24

About this role:

This role is the driving intellectual force that will help create a sector-leading customer service experience across all JET markets.

This an exciting opportunity to be the leading voice in the design, creation and implementation of our Global CS Experience. This role will include responsibility for strategy, process, policy and tooling, setting up CS for success.

The focus is on making real-life operational improvements to drive exceptional experiences, to create insight to influence the CS agenda globally and to bring together the very best practices across all markets.

You will be accountable for the CS strategic roadmap, delivering measurable KPI improvements to meet monthly CS targets. You will manage tactical delivery with longer term strategic programme design and delivery and must be able to blend strategy with pragmatism and flex according to situation and priorities.

 Your role will be to manage senior stakeholders including the Regional Operational Directors in CS. You will be accountable for setting the CS agenda globally and bringing it to life.

You will work closely with the Country Management teams, Data / BI teams, P&T, WFM, and Ops leadership to identify the priorities and then engage our Delivery & Change specialists to ensure initiatives are prioritised and delivered into the Operation. Senior stakeholder engagement is essential; you will be as comfortable talking to agents and Operational experts as you will be engaging with cross-organizational leadership teams.

These are some of the key ingredients to the role:

  • Previous experience in leading a team of senior managers and experts in Operational Excellence e.g. Process and Policy managers, Business Improvement professionals and Subject Matter Experts

  • Previous Strategy Design experience. Ideally within a tech company

  • Action/delivery oriented and pragmatic decision-maker.

  • Proven ability to identify experience improvement opportunities and fix them proactively

  • Ability to manage tactical delivery with longer term strategic programme design and delivery - Must be able to blend strategy with pragmatism and flex according to situation and priorities.

  • A natural influencer and collaborator, at ease with complex and matrix organisational structures.

  • Able to take the lead and develop programs that cut across multiple departments.

  • Will be able to lead matrix teams with respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships.

  • Knowledgeable in business improvement and CI tools, techniques and approaches to coach and mentor a team.

  • Professional Business Improvement training required

 What will you bring to the table?

  • Design and execute the Global Customer Service Experience Strategy

  • Owns the e2e Customer Service journey experiences globally

  • Responsible for commercial, people engagement and service experience targets

  • Building and managing senior stakeholder relationships internally and externally

  • Head of School of Social Sciences

    7 days ago

    Sunderland, United Kingdom University of Sunderland Full time

    **Head of School of Social Sciences**: **Education & Society - Executive (FES)**: **Location**: - Sunderland Campus**Salary**: - £71,871 to £83,349**Hours per Week**: - 37**Closing Date**: - Sunday 28 April 2024**Interview Date**: - Tuesday 14 May 2024**Reference**: - 0120-24**Please note: this vacancy is only available to current employees of the...

  • Head of Data Strategy and Business Analytics

    4 weeks ago

    Sunderland, United Kingdom Nigel Wright Group Full time

    The Company Nigel Wright Technology is delighted to be partnering exclusively with Gentoo in their search for a Head of Data Strategy and Business Analytics. Gentoo are a values led, charitable organisation who have a clear vision and social purpose. Providing over 60,000 people in Sunderland with a place they can call home, Gentoo is passionate about...

  • Head of Enterprise Architecture

    3 weeks ago

    Sunderland, United Kingdom Hays Full time

    A leading Social Housing organisation in the Northeast are looking for an experienced Head of Enterprise Architecture to join them due to growth As Head of Enterprise Architecture, you will proactively and holistically guide the leadership team, Systems managers, product owners and various distributed delivery teams through transformation and optimisation...

  • Head of Enterprise Architecture

    3 weeks ago

    Sunderland, United Kingdom Hays Full time

    A leading Social Housing organisation in the Northeast are looking for an experienced Head of Enterprise Architecture to join them due to growth As Head of Enterprise Architecture, you will proactively and holistically guide the leadership team, Systems managers, product owners and various distributed delivery teams through transformation and optimisation...

  • Head of Enterprise Architecture

    3 weeks ago

    Sunderland, United Kingdom Hays Full time

    A leading Social Housing organisation in the Northeast are looking for an experienced Head of Enterprise Architecture to join them due to growth As Head of Enterprise Architecture, you will proactively and holistically guide the leadership team, Systems managers, product owners and various distributed delivery teams through transformation and optimisation...

  • Head of Enterprise Architecture

    3 weeks ago

    Sunderland, United Kingdom Hays Full time

    A leading Social Housing organisation in the Northeast are looking for an experienced Head of Enterprise Architecture to join them due to growth As Head of Enterprise Architecture, you will proactively and holistically guide the leadership team, Systems managers, product owners and various distributed delivery teams through transformation and optimisation...

  • Head of Enterprise Architecture

    3 weeks ago

    Sunderland, United Kingdom Hays Full time

    A leading Social Housing organisation in the Northeast are looking for an experienced Head of Enterprise Architecture to join them due to growth As Head of Enterprise Architecture, you will proactively and holistically guide the leadership team, Systems managers, product owners and various distributed delivery teams through transformation and optimisation...

  • Head of Enterprise Architecture

    3 weeks ago

    Sunderland, United Kingdom GEM Partnership Full time

    The Role: Our client is a prominent property related organisation in the South Tyneside area who have focused heavily over a number of years on driving business transformation through technology. They are currently looking to appoint a Head of Enterprise Architecture, a role which will proactively and holistically guide the leadership team, Systems...

  • Head of Programme Administration

    4 weeks ago

    Sunderland, United Kingdom University of Sunderland Full time

    To have strategic and lead accountability for the development and successful delivery of all academic programme administration across the academy. Develop and communicate a clear strategic vision for Programme Administration to achieve institutional objectives and deliver a customer - focused agile, professional administrative service to benefit students...

  • Strategy Planning Manager

    1 week ago

    Sunderland, United Kingdom Hays Travel Full time

    Job description Role Summary The role is responsible for aiding the development of and implementing strategic plans aligned with company goals. Report to the Director of Strategy, you will be a self-starter with the ability to use one’s own initiative and possess first class communication skills to ensure collaboration to ensure deadlines are...

  • Graduate - Strategy Planning Executive/Analyst

    1 week ago

    Sunderland, United Kingdom Hays Travel Full time

    Job description As the UK’s largest independent travel agency, Hays Travel specialises in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and...

  • Process Engineer

    3 weeks ago

    Sunderland, United Kingdom AESC UK Full time

    Join AESC as a Process Engineer. We are the world’s leading battery technology company and lithium-ion battery manufacturer. This is an exciting opportunity to be part of one of the North East’s highest profile manufacturing plants as we are expanding our operations at our battery manufacturing plant in Sunderland. We are looking for a Process Engineer...

  • Process Engineer

    4 weeks ago

    Sunderland, United Kingdom AESC UK Full time

    Join AESC as a Process Engineer. We are the world’s leading battery technology company and lithium-ion battery manufacturer. This is an exciting opportunity to be part of one of the North East’s highest profile manufacturing plants as we are expanding our operations at our battery manufacturing plant in Sunderland. We are looking for a Process Engineer...

  • Process Engineer

    4 weeks ago

    Sunderland, United Kingdom AESC UK Full time

    Join AESC as a Process Engineer. We are the world’s leading battery technology company and lithium-ion battery manufacturer. This is an exciting opportunity to be part of one of the North East’s highest profile manufacturing plants as we are expanding our operations at our battery manufacturing plant in Sunderland. We are looking for a Process Engineer...

  • Process Engineer

    3 weeks ago

    Sunderland, United Kingdom AESC UK Full time

    Join AESC as a Process Engineer. We are the world’s leading battery technology company and lithium-ion battery manufacturer. This is an exciting opportunity to be part of one of the North East’s highest profile manufacturing plants as we are expanding our operations at our battery manufacturing plant in Sunderland. We are looking for a Process Engineer...

  • Assistant Academic Registrar

    4 weeks ago

    Sunderland, United Kingdom University of Sunderland Full time

    Lead and direct defined areas/functions within the Academic Registry, providing vision and oversight. Ensure effective delivery of the plan as informed by the service planning cycle. Implementation of the standards for a customer-focused, agile and professional administrative service to benefit students and other stakeholders**.** Provide effective...

  • Senior Probation Officer

    4 weeks ago

    Sunderland, United Kingdom Ministry of Justice Full time

    **Senior Probation Officer - 77996** **£37,909 - £42,251** **Sunderland**: **New entrants to the Civil Service will be expected to join at the entry point salary for the advertised band** **Existing Civil Servants will have their salary calculated in accordance with the Department’s pay on transfer / pay on promotion rules.** **This post is currently...

  • Manufacturing Process Engineer

    4 weeks ago

    Sunderland, United Kingdom Baltic Recruitment Limited Full time

    Our client Envision are an established, rapidly expanding automotive giant currently looking to recruit experienced Manufacturing Process Engineers to join their team. This is a unique opportunity to join one of the most exciting, large scale industrial developments in many years, where new and emerging technologies will be adopted in support of a rapidly...

  • Bouwkunde

    7 hours ago

    Sunderland, Tyne and Wear, United Kingdom Sellick Partnership Full time

    Job Description Head of Enterprise Architecture Permanent Hybrid Working - on site as/ when required Sellick Partnership are currently assisting in the recruitment of a Head of Enterprise Architecture for an organisation based in Sunderland. This is a permanent role with hybrid working, excellent benefits and the opportunity to create and shape a...

  • Head of Business

    7 days ago

    Sunderland, United Kingdom Sytner Group Full time

    A rare opportunity has arisen within our Mercedes-Benz Division, as a Head of Business awaits an outstanding and experienced leader at Mercedes-Benz of Sunderland. Working with the iconic Mercedes-Benz brand, you will be responsible for the overall performance of this business, and subsequent financial contribution to the continued success of the...