Salary: £70,000 Location: Northampton/Hybrid Role Type: FTC - up to 9 months ✈️ Candidate Journey: Our goal is to reply to applications within 3 working days. Additionally, we make sure to acknowledge, evaluate, and respond to all applications as a way of showing our appreciation for your time and effort in applying to us. Interview Process: TBC Join us at Staysure Group to lead a transformative role that shapes the future of a dynamic, growing company committed to customer satisfaction, employee engagement, and operational excellence. At Staysure Group, we are on an ambitious growth journey to enhance customer experiences, empower our colleagues, and drive sustainable business success across multiple brands. To achieve these goals, we have aligned over 50 transformation initiatives under five strategic pillars: Growth – Core, Challenger, Comparison & Partnership brands Product, platform, and customer journey transformation Customer and employee operations transformation Security, compliance, and regulatory transformation Business optimisation The Group’s Transformation Function is responsible for realising these strategic objectives through the design, delivery, and management of the Group Transformation Portfolio. We work cross-functionally with experts from Technology, Product, Finance, and other business areas to deliver best-in-class outcomes. Role Overview The Delivery Lead – Customer Operations Transformation will report to the Head of Transformation Delivery and work closely with key stakeholders including the Chief Product Officer, Chief Operations Officer, Chief People Officer, and MD of Technology. This individual will play a crucial role in defining and delivering a digitally-led portfolio focused on customer and employee service transformation, ensuring optimal outcomes for both the business and its customers. The role will involve collaborating with operations, product, and customer journey teams across multiple brands and working across diverse time zones and geographies. Key Responsibilities 1. Portfolio Management - Oversee the comprehensive management of transformation initiatives within the Customer & Employee Operations domain, ensuring alignment with Staysure Group’s strategic objectives. - Plan and coordinate complex, cross-functional transformation programmes, driving significant improvements in customer and employee service metrics. 2. Programme Delivery - Lead the delivery of high-impact, digitally-led transformation programmes focused on customer and employee operations, ensuring timely, cost-effective, and high-quality outcomes. - Manage risks, dependencies, and resource allocation efficiently to optimise programme performance and meet agreed targets. 3. Stakeholder Engagement and Leadership - Collaborate closely with senior leaders to align transformation efforts with organisational priorities, ensuring shared ownership and accountability. - Build strong partnerships across Product, Operations, and Technology teams, driving alignment and collective responsibility for successful programme outcomes. 4. Digital and Operational Expertise - Implement and lead new telephony platforms and customer service solutions, enhancing efficiency metrics such as AHT (Average Handling Time), NPS (Net Promoter Score), and cost per call. - Drive the integration of AI-driven initiatives to elevate customer service capabilities and improve the overall customer experience. 5. Change Adoption and Management - Ensure seamless adoption and embedding of delivered change within business functions, enabling consistent processes and minimising the need for manual workarounds. - Support comprehensive change management strategies to maximise benefits realisation and ensure sustainable transformation outcomes. 6. Performance and Continuous Improvement - Foster a culture of high performance and accountability, driving pace and excellence across delivery teams. - Identify and implement best practices, driving continuous improvement within the delivery function. Qualifications - Extensive experience in defining and delivering a portfolio of digitally-led change for customer and employee operations, ideally with a strong focus on customer service improvements. - Proven track record of leading high-profile digital transformation programmes for major UK brands, with demonstrable impact on operational and customer service metrics. - Expertise in telephony and AI implementation, with a history of delivering new platforms and solutions. - Strong leadership and stakeholder management skills, with the ability to engage effectively at senior executive levels and across different business units. - Digital-native mindset, with comfort working within agile, product-led organisations and technology teams. - Experience in leading offshore teams and partners, ensuring effective collaboration across different geographies and time zones. Key Competencies - Strategic leadership with an operational focus - Advanced programme and portfolio management skills - Exceptional communication and influence - Flexibility in dynamic and complex environments - Collaborative and agile approach to work We’re assembling a diverse team, where skills, not checkboxes, reign supreme, regardless of race, religion, sex, sexual orientation, gender identity or disability. Our compass points to inclusion. Staysure Group welcomes all new starters with open arms, providing training, development opportunities, and great benefits.