Head of Transformation, CX & Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Transformation, CX & Operations based in Germany. This is a high-impact strategic role at the intersection of customer experience, operations, and business transformation within a rapidly scaling global organization. You will act as the executional partner to senior leadership, translating strategic priorities into tangible, measurable initiatives that improve customer experience and operational performance at scale. The role requires a strong blend of analytical rigor, structured problem‑solving, and cross‑functional leadership in a fast‑moving environment. You will lead high‑priority transformation programs end‑to‑end, working closely with teams across product, technology, marketing, and operations. The environment is highly dynamic, data‑driven, and execution‑focused, with significant exposure to executive decision‑making. This position is ideal for someone who thrives in ambiguity, enjoys solving complex system‑level problems, and is motivated by driving meaningful organizational impact. Accountabilities Lead and execute high-priority transformation initiatives across CX and Operations, ensuring end-to-end delivery from scoping to measurable impact. Act as a strategic partner to senior leadership by translating vision into structured execution plans and operational roadmaps. Build robust business cases, ROI models, and data‑driven frameworks to support strategic and investment decisions. Leverage data analysis, including SQL and financial modeling, to diagnose operational inefficiencies and validate hypotheses. Drive cross‑functional alignment across Product, Tech, Marketing, and Operations through influence and structured communication. Develop executive-level presentations, narratives, and reporting materials to communicate progress, risks, and outcomes. Identify and redesign broken or inefficient processes to enable scalable, high-performing global operations. Monitor initiative performance and ensure continuous improvement through data‑backed iteration and feedback loops. Requirements 5–7 years of experience in management consulting (MBB, Big 4 Strategy), transformation roles, or senior operational/chief of staff positions. Strong analytical capabilities with advanced SQL proficiency and experience building financial or operational models. Proven ability to lead complex, ambiguous initiatives from concept through to measurable business impact. Exceptional communication and storytelling skills, with experience preparing executive-level presentations. Strong cross‑functional leadership skills with the ability to influence without formal authority. Experience working in fast‑paced, high‑growth or scale‑up environments. Strong business judgment with the ability to translate data into actionable strategic recommendations. Hands‑on mindset with the ability to operate both at strategic and detailed execution levels. Strong problem‑solving skills with a structured and data‑driven approach. Familiarity with customer experience metrics (NPS, CSAT, churn) and operational improvement initiatives is a plus. Exposure to AI tools or digital transformation initiatives is highly desirable. Benefits Competitive salary aligned with experience and market benchmarks. Fully remote, high‑trust work environment with strong autonomy and flexibility. Direct exposure to executive leadership and strategic decision‑making processes. High‑impact role shaping customer experience and operations at global scale. Clear growth trajectory toward leadership of a business domain or function. Opportunity to work on complex transformation challenges in a high‑growth organization. Dynamic, international environment focused on innovation, execution, and continuous improvement.

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