Customer Service Transformation Director (Hiring Immediately)

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Job reference 341260
Customer Service Transformation Director
Competitive salary plus car allowance, healthcare, 35% annual bonus potential, 30 days annual leave plus bank holidays and a company pension scheme with highly competitive contribution rates
Fixed Term, Full time
185 Farringdon Road

Customer Service Transformation Director

18-Month Fixed Term Contract | UK Wide / London

Transform one of the UK's most recognised brands. Shape the future of customer experience at scale.

Royal Mail is embarking on a pivotal transformation of its Customer Service function. We are seeking an exceptional and commercially astute Customer Service Transformation Director to lead a high-profile programme that will redefine how we serve millions of customers across the UK.

This is a rare opportunity for a senior transformation leader to drive meaningful change within a nationally important organisation, delivering both immediate operational improvements and long-term strategic transformation. Reporting at Executive level, you will lead the evolution of Customer Service from a fragmented, reactive model into a modern, integrated, digital-first capability that enhances customer experience, reduces cost-to-serve, and unlocks new commercial opportunities.

The Opportunity

As Director of Customer Service Transformation, you will take ownership of a significant business-critical change agenda spanning customer journeys, operating model redesign, CRM and service technology, digital transformation, automation, and programme delivery.

You will work across Product, Technology, Operations, Commercial and Finance functions, influencing at the highest levels and ensuring the successful delivery of measurable customer, operational and financial outcomes.

This role is ideal for a leader who thrives in complex environments, brings gravitas and pace, and has a proven track record of delivering large-scale customer service transformation programmes.

Key Responsibilities

Lead End-to-End Transformation

• Own and deliver the Customer Service Transformation programme across CRM, digital channels, customer journeys, process optimisation and portfolio management.
• Balance immediate service stabilisation priorities with longer-term strategic transformation.
• Drive sustainable change that improves service performance, efficiency and customer outcomes.

Own Critical Customer Journeys

• Lead the transformation of priority customer journeys across both Consumer and Business segments.
• Reduce avoidable customer contact and increase digital completion rates.
• Develop and execute a prioritised transformation roadmap aligned to customer experience, revenue growth and cost reduction objectives.

Redesign the Operating Model

• Design and implement a simplified, integrated operating model.
• Break down organisational silos, reduce hand-offs and accelerate decision-making and delivery across key functions.
• Drive operational efficiencies, including optimisation and simplification of the service footprint.

Accelerate CRM, Digital and Automation

• Act as business owner for CRM and customer service technologies.
• Drive adoption of digital-first and self-service journeys across web, mobile and AI-enabled channels.
• Deliver automation and upstream process improvements that reduce customer demand and operational costs.

Deliver Commercial and Financial Outcomes

• Own the delivery of quantified transformation benefits, including:
• Cost-to-serve reduction
• Productivity improvements (AHT and FTE efficiency)
• Digital channel shift
• Service performance improvement
• Return on investment and value realisation

Lead Programme Governance and Delivery

• Establish and lead a clear, outcome-focused transformation programme structure.
• Track delivery against milestones, benefits and investment cases.
• Manage and challenge external partners, ensuring value creation and internal capability development.

Build Lasting Capability

• Create a high-performing, delivery-oriented transformation culture.
• Develop capability, leadership and ways of working that will endure beyond the contract term.
• Leave Royal Mail with a sustainable operating model and transformation legacy.

What We're Looking For

We are looking for an accomplished transformation executive with:

• A proven track record leading large-scale customer service, contact centre or customer operations transformation programmes.
• Experience delivering significant cost reduction alongside measurable customer experience improvements.
• Deep expertise across CRM platforms, digital channels, automation, AI and service transformation.
• Credibility and influence at Executive Committee level, with the ability to navigate complex stakeholder environments.
• Strong programme leadership experience across large, multi-partner and matrixed organisations.
• A data-driven, commercially minded approach, coupled with exceptional leadership and change management skills.

Why Join Royal Mail?

This is an opportunity to lead one of the most significant customer service transformation programmes in the UK today. You'll have the scope, visibility and support to make a lasting impact on a business serving millions of customers every day.

If you are a transformational leader with the vision, pace and commercial acumen to deliver meaningful change at scale, we'd love to hear from you.

Location: Nearest UK Royal Mail office / London Head Office

Contract: Fixed Term Contract – 18 Months

Level: Director

Hybrid : 4 days in office - 1 day remote working flexibility

Apply now to help shape the future of customer experience at Royal Mail.

Extra Benefits

• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Supportive and generous company sick pay
• Funded Dental – As a manager you are eligible to a level of employer funded dental insurance*
• Health Assessment – As a manager you are eligible to an employer funded health assessment every 2 years*
• Benefits Account – You will have access to your personal benefits account on our ‘My Bundle+’ platform. There are more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
• Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.

*Available only to permanent employees

Next Steps

The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions.

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.

For more information on Royal Mail Group and our values please click here: