Head of Strategic Initiatives (CX & Ops)

About the role

Reporting directly to the Chief Customer Experience Officer, you will act as the strategic right‑hand, turning vision into measurable execution across Customer Experience and Operations. This is a high‑impact, end‑to‑end ownership role that blends management‑consulting rigor with hands‑on delivery.

Key responsibilities

• Drive the CCXO’s top‑priority strategic initiatives from scoping and stakeholder alignment through to measurable delivery.
• Build data‑backed business cases, ROI models and investment proposals to guide operational and commercial decisions.
• Use SQL and financial modelling to validate hypotheses, diagnose friction points and track transformation outcomes.
• Influence and coordinate cross‑functional teams across Product, Tech, Marketing and Operations without formal authority.
• Craft clear executive narratives for board updates, strategic proposals and post‑mortems.
• Deep‑dive into under‑performing processes, redesigning them for global scale.

Required profile

• 5‑7 years of experience in top‑tier management consulting (MBB), an internal strategy/ transformation function at a high‑growth scale‑up, or a senior operations/chief‑of‑staff role with P&L or delivery accountability.
• Strong analytical rigour and ability to work with data‑driven frameworks.
• Proven track record of leading complex, cross‑functional projects to successful outcomes.

Required skills

• SQL
• Financial modelling