Head of Transformation, CX & Operations

About the role

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

Key responsibilities

• Lead end‑to‑end high‑priority transformation programmes across CX and Operations, from scoping to impact measurement.
• Partner with senior leaders to create execution plans, operational roadmaps and robust business cases.
• Build ROI models, financial and operational analyses using advanced SQL and data‑driven frameworks.
• Diagnose inefficiencies, validate hypotheses and redesign broken processes for scalable global operations.
• Drive cross‑functional alignment with Product, Technology, Marketing and Operations through structured communication and influence.
• Prepare executive‑level presentations, narratives and reporting to communicate progress, risks and outcomes.
• Monitor performance of initiatives and implement continuous improvement loops.

Required profile

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

Required skills

• Advanced SQL proficiency.
• Financial and operational modeling.