Head of Customer Transformation and Experience

This is a pivotal leadership opportunity for a visionary Head of Customer Transformation and Experience to shape the future of how we serve our customers. Sitting at the heart of the organisation, you will lead the transformation of our customer journey, bringing together operations, digital innovation, and insight to create a seamless, customer centric experience. Your work will define how customers feel about us at every touchpoint and will directly influence our reputation, growth, and success. 

In this role, you will drive meaningful change at scale. You will lead major transformation programmes, integrate operations across a complex environment, and unlock the full potential of data, technology, and people. This is not simply about improving processes, it is about reimagining how we operate, embedding a culture that puts the customer at the centre of every decision, and delivering outcomes that truly make a difference. 

For the right individual, this role offers the chance to leave a lasting legacy. You will grow as a strategic leader, expand your influence at executive level, and build capabilities that will define the next stage of your career. You will work in a dynamic, forward thinking environment where innovation is encouraged, where your ideas matter, and where your leadership will inspire others to achieve exceptional results. 

JT is committed to building a diverse and inclusive working environment and JT Family. We will ensure that all individuals are provided reasonable accommodation to participate in job applications, interviews, onboarding processes and beyond. Should you require any support or assistance in making your application, please contact us at [email protected]. 

1. Lead the organisation’s end to end customer experience strategy, ensuring a consistent and insight led approach 
2. Shape and evolve a customer centric operating model across digital, contact centre, field, and network operations 
3. Drive data led decision making and embed customer insight into strategic and operational priorities 
4. Deliver large scale transformation programmes with clear customer, operational, and financial outcomes 
5. Identify and realise efficiency gains and cost to serve improvements through optimisation of customer journeys 
6. Lead the integration and simplification of customer journeys and systems across merged entities 
7. Ensure customer risk is effectively managed during transformation, maintaining service continuity and trust 
8. Influence the digital and technology roadmap to maximise value from automation, AI, and digital capabilities 
9. Build organisational capability in customer experience, service design, and continuous improvement 
10. Foster strong cross functional collaboration and provide leadership to multidisciplinary teams to deliver results

• Proven senior leadership experience delivering large scale transformation within telecommunications or similarly complex service environments  
• Demonstrated ability to lead cross functional programmes with clear customer and financial outcomes  
• Deep understanding of customer experience, operational processes, and digital enablement, including data led insight and journey optimisation  
• Strong commercial acumen with experience in cost optimisation, efficiency improvement, and value creation  
• Ability to operate confidently at executive level and influence senior stakeholders  
• Advanced problem solving capability with a strategic, data driven approach to complex challenges  
• Strong change leadership skills with the ability to drive cultural and behavioural transformation  
• Excellent planning and organisational skills, translating strategy into clear and prioritised roadmaps  
• Highly effective communication and relationship building skills, with the ability to align diverse stakeholders  
• Ability to deliver at pace in complex, high pressure environments while maintaining focus on customer and business outcomes 

• 28 days holiday 
• Health & Dental Insurance 
• Pension Scheme 
• Bonus Scheme 
• Fully discounted staff services or cash allowance in lieu  
• Co-working office spaces available for remote employees 
• Professional Development  
• Recharge Days 

JT provide colleagues with an opportunity to embrace flexibility to work the hours that suit them in a location of their choice – office, home or further afield under our Hybrid Working guidelines.

Through our hybrid working initiative we have diversified the ways in which we recruit, which also means that we are now able to support posts in major global locations. The benefits that are listed above are an example of those that we provide in our key locations, if you are applying from outside of these areas, please note that your compensation package might look a little different.  
 
Our main priority is colleague wellbeing, and we hope this offers greater opportunity for a work life balance. We aim to offer this approach to all colleagues across the business, but we recognise that there are certain roles that will need to work in a specific way due to their nature, such as our colleagues working in engineering, our contact centres and our retail outlets. We are actively working with our management teams to increase flexibility wherever we can.