Head of Transformation, CX & Operations

About the role

This senior position leads high‑impact transformation programmes at the intersection of customer experience, operations and business strategy for a fast‑scaling global organisation based in Ireland. You will partner with senior leadership to turn strategic vision into measurable initiatives that improve CX and operational performance.

Key responsibilities

• Lead end‑to‑end transformation initiatives across CX and Operations, from scoping to measurable impact.
• Translate senior leadership vision into structured execution plans and operational roadmaps.
• Build robust business cases, ROI models and data‑driven frameworks to support investment decisions.
• Use SQL and financial modelling to diagnose inefficiencies, validate hypotheses and track performance.
• Drive cross‑functional alignment with Product, Technology, Marketing and Operations through influence and clear communication.
• Prepare executive‑level presentations, narratives and reporting on progress, risks and outcomes.
• Identify, redesign and implement broken or inefficient processes to enable scalable global operations.
• Monitor initiative performance and iterate based on data‑backed feedback loops.

Required profile

• 5‑7 years of experience in management consulting (MBB, Big 4 Strategy), transformation roles or senior operational/chief‑of‑staff positions.
• Strong analytical capabilities with advanced SQL proficiency and experience building financial or operational models.
• Proven ability to lead complex, ambiguous initiatives from concept to measurable business impact.
• Exceptional communication and storytelling skills, especially for executive audiences.
• Demonstrated cross‑functional leadership and influence without formal authority.
• Experience in fast‑paced, high‑growth or scale‑up environments.
• Strong business judgment and a hands‑on mindset operating at both strategic and execution levels.

Required skills

• SQL (advanced)
• Financial modeling
• Data analysis
• ROI modeling
• Executive presentation development