Head of Customer Engagement Centre - Immediate Joiner

Minimum Experience and Knowledge: Significant senior leadership experience in large-scale contact centre, customer service or customer engagement operations.Proven accountability for service, quality, workforce and operational performance in a complex, high-volume environment.Demonstrated experience leading customer experience, digital or contact-centre transformation.Strong understanding of Conversational AI, automation, digital customer journeys and human-in-the-loop service models.Experience of workforce optimisation, knowledge management, quality assurance and performance management.Ability to lead a live operation while delivering material transformation.Experience in a complex, multi-business or multi-brand environment is strongly preferred.Job-Specific Skills: Customer Operations Leadership: Leads complex operations while maintaining service and performance.Digital & AI Fluency: Translates Conversational AI, automation and emerging technology into practical business outcomes.Customer Experience Management: Applies customer-journey, service-design and experience-measurement disciplines.Commercial & Operational Acumen: Balances customer outcomes with productivity, workforce effectiveness and cost-to serve.Data & Insight Orientation: Uses customer and operational data to find root causes, prioritise action and measure impact.Transformation Leadership: Delivers operating-model and technology-enabled change while protecting continuity.Cross-Functional Influence: Aligns business, technology, data and customer stakeholders around shared priorities.People Leadership: Builds future capability and leads teams through significant change.