Operational CX Improvement Delivery Manager

Location: Stoke-on-Trent, United Kingdom; hybrid role requiring attendance at the office 2–3 days per week, or at least 8 days per month.

Company

hirify.globalThree is building and operating a UK connectivity network while delivering customer service, operational excellence, and digital transformation across its consumer operations.

What you will do

• Lead and develop a high-performing team of Operational Improvement Specialists.
• Own and prioritise a portfolio of customer experience and operational improvement initiatives.
• Deliver end-to-end change programmes with effective planning, governance, and execution.
• Improve customer and adviser journeys by reducing complaints and operational inefficiencies.
• Lead Agile delivery activities, including prioritisation, sprint planning, and governance.
• Manage risks, dependencies, escalations, benefits, ROI, and performance against agreed objectives.

Requirements

• Experience leading large-scale customer experience, business, or operational improvement programmes.
• Strong people leadership experience and a track record of developing high-performing teams.
• Experience influencing senior stakeholders and building credibility across the organisation.
• Experience in Agile delivery, change management, process optimisation, and project or programme management.
• Data-driven approach with the ability to use customer insight, performance metrics, and frontline feedback.
• Strong communication, organisation, commercial awareness, and the ability to work through ambiguity.

Nice to have

• Experience in customer service or operational environments.

Culture & Benefits

• Full-time schedule of 37.5 hours per week, Monday to Friday.
• Basic salary plus bonus and hirify.global benefits.
• Up to 28 days of annual leave plus bank holidays and paid charity-work time.
• Personalised benefits including discounts, vouchers, pension contributions, and family options.
• Learning tools, career development support, and parental leave policies.
• Employment is subject to criminal and financial background checks to meet Financial Conduct Authority standards.