Head of Transformation, CX & Operations

About the role

This senior position leads high‑impact transformation initiatives at the intersection of customer experience, operations, and business strategy for a fast‑growing global organization based in Germany. You will partner with senior leadership to turn strategic vision into measurable programs that improve CX and operational performance at scale.

Key responsibilities

• Lead end‑to‑end transformation programs across CX and Operations, from scoping to delivery and impact measurement.
• Translate senior leadership vision into structured execution plans, roadmaps, and business cases.
• Build ROI models, financial and operational frameworks, and use data analysis (including SQL) to diagnose inefficiencies.
• Drive cross‑functional alignment with Product, Technology, Marketing, and Operations through influence and clear communication.
• Prepare executive‑level presentations, narratives, and reporting materials on progress, risks, and outcomes.
• Identify, redesign, and implement process improvements to enable scalable, high‑performing global operations.
• Monitor initiative performance and iterate based on data‑backed feedback loops.

Required profile

• 5‑7 years of experience in management consulting (MBB, Big 4 Strategy), transformation roles, or senior operational/chief‑of‑staff positions.
• Proven ability to lead complex, ambiguous initiatives from concept to measurable business impact.
• Strong analytical mindset with advanced SQL proficiency and experience building financial or operational models.
• Exceptional communication and storytelling skills for executive audiences.
• Demonstrated cross‑functional leadership and influence without formal authority.
• Experience in fast‑paced, high‑growth or scale‑up environments.

Required skills

• SQL
• Financial modeling