Head of Business Transformation

Head of Business Transformation - Customer Operations Transformation London | Hybrid- 2 days per week onsite | Up to £130,000 + Up to 15% bonus, up to 18% pension + benefits A major financial services organisation is investing in a high-profile transformation programme focused on redesigning a critical customer-facing operation. This newly created leadership role will be responsible for shaping and delivering a future operating model that leverages technology, automation, data and new ways of working to improve customer outcomes, increase organisational resilience and create a scalable platform for future growth. Why This Opportunity Stands Out This is not a programme where the roadmap already exists. You will help define the future vision, shape the target operating model, establish success measures and lead the organisation through a significant period of change. You'll work at the intersection of strategy, transformation and operations, influencing senior stakeholders and ensuring new capabilities are successfully embedded into the organisation. Key Areas of Responsibility

• Target Operating Model design and implementation.
• Business transformation leadership.
• Operational excellence and process redesign.
• Automation, AI and technology-enabled change.
• Business readiness and change adoption.
• Benefits realisation and performance improvement.
• Executive stakeholder engagement.
• Governance, risk and operational readiness. About You You are likely to be operating as a:
• Transformation Director.
• Head of Transformation.
• Business Transformation Director.
• Operating Model Director.
• Head of Business Change.
• Customer Operations Transformation Lead. You will have successfully led complex transformation programmes within a regulated or highly governed environment and be comfortable shaping strategy as well as delivering outcomes. Why this role? This is an opportunity to shape a transformation from the ground up rather than deliver against a predefined plan. You will have significant exposure to senior leadership, influence strategic direction and play a central role in delivering one of the organisation's most important transformation priorities. For transformation leaders who enjoy solving complex operational challenges, shaping future operating models and delivering lasting organisational change, this represents an exceptional opportunity.