Head of Customer Excellence and Service Delivery

This exciting new role of Head of Customer Excellence and Service Delivery will actively support the Director of Finance in the successful development and delivery of key aspects of a new finance target operating model (fTOM), including development of a modern and professional service delivery approach, customer account management and supporting infrastructure, service performance delivery / improvement and customer satisfaction tracking, issue resolution and underlying changes to the culture and behaviours across the function.You will be responsible for the specific planning and execution of the Finance Transformation Programme (FTP) workstream aimed at building Finance’s customer service delivery strategy, capabilities assessment, training needs and driving the culture change for putting the ‘customer at the heart of the Finance Division’. This functionality will then become an embedded, live component of the Finance Division’s operating model. Role PurposeThe purpose of this new role is to develop, implement and embed a customer service experience strategy across Finance.Proven experience of working within a large, complex organisation is essential along with change management skills, experience of developing and delivering digitally enabled customer transformation.Call Julie for a full, detailed spec!