Customer Experience Transformation Lead - Enablement
AI
The Customer Experience Transformation Lead - Enablement owns the CX Transformation operating model and continuous improvement agenda, establishing practices, tools and capabilities to make transformation simpler, faster and more effective. The role translates complex priorities into clear narratives, drives adoption of new ways of working, and identifies opportunities to simplify governance and use digital tools, automation and AI. It requires significant experience leading transformation enablement, operating models, continuous improvement, change or portfolio capability within complex, cross-functional organisations.
What you'll do
- Develop clear transformation narratives, communications and engagement plans for senior and cross-functional audiences
- Identify adoption risks and coordinate practical interventions with accountable leaders and change teams
- Design and embed simpler standards, templates, tools and operating rhythms across the CX portfolio
What you need
Must-have
Transformation enablementOperating modelsContinuous improvementChange managementPortfolio capabilityStakeholder engagementChange-readinessExecutive communications
Soft skills
Stakeholder engagementInfluencingCommunicationRelationship buildingCoaching
RetailCustomer ExperienceTransformationChange ManagementContinuous ImprovementOperating ModelAutomationAIHybridFull-time