Jobs In Marks And Spencer – Head of Transformation & Change In Leicester

Overview

Position Title: Head of Transformation & Change

Company: Marks and Spencer

Location: Leicester, UK

Job Description

The role will be crucial to the future development of how we operate, drive digital adoption, ensuring we translate future customer needs and expectations into a seamless experience, aligning to our overarching business strategic direction. Working directly with the Customer Service Operation Leadership team, 3rd party partners and broader business to gain agreement on the strategic direction and deliver cross functional progammes and change.

The Head of Transformation & Change will be an active member of the Customer Service Operation Leadership Team, reporting into the Head of Customer Service Operations and will play an integral part in leading the transformation, engaging colleagues, modelling our values and behaviours.

Responsibilities:

• Lead Customer Service Operations, BPO Outsource Partnership, Retail, Technology and M&S.com Leadership teams through the transition to launching key programmes.
• The role will be a visible advocate of digital enablement and will collaborate with key stakeholders and colleagues to devise, get buy-in, and deliver.
• Leverage “Test & Learn” opportunities through our Technology and Outsourced Partnerships ensuring appropriate Governance model in place.
• Work with M&S.com, International, Digital, Technology and Outsourced Partnership teams to transform our Customer Service Operations Operating Model.
• Ensuring our finger is on the pulse with future proofing how we operate to meet the needs of our customers, colleagues, and business.
• Ensure effective stakeholder engagement and communications.
• Ensure timelines are adhered to for initiatives by keeping the leadership team aware of any risks concerning milestones, as well as mitigations.
• Build robust business cases to secure Business Investment for Transformation activity and track benefits.
• Driving a culture of outside / in views of ‘best practice’ and industry trends to ensure we evolve and respond in an agile way in an ever-changing business.
• Develop the transformation roadmap and portfolio of change initiatives, aligned to the overall vision and strategic direction.
• Leads the delivery and execution of the Customer Service Operation Transformation & Change Plan, ensuring all relevant governance is in place across internal teams and 3rd party partners.
• Working with our commercial, procurement, legal and external SMEs to ensure our 3rd party partner operating model, strategic focus, innovation, governance and contractual are driving the right outcomes for our business.
• Implement and operate a Customer Service Operation Transformation Programme to provide transformation progress update, ensuring the delivery of all benefits (customer, colleague, and business) across the Customer Service Operations team, driving leadership team engagement and accountability.
• Leveraging current technology platforms, data & insights, and operating model to drive efficiency.
• Working collaboratively across the Business to identify opportunities to scale and leverage Transformation initiatives.

Requirements:

• Strong governance and change management experience.
• Proven competency driving end-to-end customer experience projects.
• Project Management accreditation
• Ability to manage multiple stakeholder relationships including Executive level.
• Experience in a transformation position in a fast-paced and dynamic environment.
• Strong commercial acumen, who is a logical thinker and can simplify complex situations to allow for clear engagement and delivery.
• An excellent communicator who will convey information and instructions clearly, and comfortable with challenging colleagues at all levels to deliver their objectives.
• Experience of working with BPO’s and 3rd party providers.
• A demonstrated ability to work in a cross-functional and matrix business environment.
• Ability to be able to connect priorities, identify interdependencies and blockers and provide a clear plan to address issues.
• A strategic and creative thinker, with a positive can-do attitude, and work well in a constantly evolving environment across multi-functional teams.
• Current knowledge of industry trends and the changing shape of customer expectations across market.