Job Description The Director of Operational Effectiveness is a senior leadership role responsible for developing and driving colleague-focused strategies that enhance engagement, facilitate change, and embed a high-performance culture within Customer Service & Operations. This role plays a pivotal part in shaping and delivering the Customer Services Strategy, ensuring alignment across all teams through effective communication, collaboration, and strategic initiatives. As a trusted advisor to the Group Director of Customer Service & Operations, this role will influence and support operational transformation, ensuring that business objectives translate into tangible improvements for both colleagues and customers. The role requires strong leadership, strategic vision, and the ability to engage and inspire teams. Customer Services Strategy & Leadership Support the design, implementation, and continuous evolution of the Customer Services Strategy, ensuring alignment with business objectives. Partnering with the Customer Service Leadership Team and other functional partners to define and execute change management strategies for organisational transformation Provide strategic oversight on operational effectiveness ensuring visibility of functional performance to all levels of the organisation. Act as a key liaison between the Customer Services Leadership Team and other business functions to drive alignment and cross-functional collaboration. Establish and implement governance frameworks to ensure ongoing performance improvement and strategic execution. Inspire, motivate, and support the development of teams, fostering a coaching culture that enhances capability and engagement across the function.