Operational and Delivery Transformation Director

Join Capita Experience as our Operational and Delivery Transformation Director Are you a visionary leader with a passion for operational excellence and transformation? At Capita Experience, we’re on a mission to redefine customer experience—combining people, data, and technology to deliver frictionless experiences for the Life Moments that really matter for our clients and their customers. As our new Operational and Delivery Transformation Director, you’ll play a pivotal role in shaping our future. Reporting directly to the UK & Ireland Delivery Director, you’ll be a key member of our Senior Leadership Team, driving our evolution into a trusted transformation partner for our clients. Job title: Operational and Delivery Transformation Director Job Description: What you’ll be doing: Leading end-to-end service delivery across client operations and support functions, ensuring KPIs, SLAs, and customer satisfaction targets are consistently met. Acting as a change agent—identifying underperformance, simplifying complexity, and embedding a transformation-first mindset across teams. Owning financial and operational outcomes, using data and analytics to drive decisions, forecast performance, and mitigate risks. Designing and executing transformation strategies including automation, process reengineering, and workforce optimisation. Building trusted, strategic relationships with clients—aligning delivery with expectations and uncovering opportunities for innovation and growth. Ensuring robust governance, risk management, and compliance across all operations. Essential Experience & Capabilities: Proven track record in operational transformation: Demonstrated experience leading large-scale change initiatives across complex, multi-site environments, ideally within shared services or BPO settings. Strong commercial and financial acumen: Ability to manage budgets, drive profitability, and make data-informed decisions that balance service quality with financial outcomes. Resilience and adaptability: Comfortable working in fast-paced, ambiguous environments; able to challenge existing processes and lead teams through change. Collaborative leadership: Experience building and leading high-performing, inclusive teams across functions and geographies; skilled in stakeholder alignment and cross-functional collaboration. Client relationship management: Proven ability to manage complex client relationships, including contractual obligations, service delivery expectations, and strategic growth opportunities. Continuous improvement and transformation leadership: Experience designing and delivering transformation strategies such as process reengineering, automation, and workforce optimisation. Skilled in embedding a culture of continuous improvement using methodologies like Lean, Six Sigma, or similar. Why Capita Experience? We’re a people-powered business, supported by cutting-edge AI and data insights. Our hybrid working model offers flexibility, and our culture is built on trust, innovation, and continuous improvement. Join us and help shape the future of customer experience. What in it for you? Offering a competitive salary Able to work from home with an assigned office in Darwen with the expectation to travel when required. 23 days’ holiday (rising to 27) with the opportunity to buy extra leave Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform What we hope you’ll do next: Choose apply now to fill out our short application and attach your CV If your experience and skills are a match, we will contact you to discuss the role further We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.  Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work For more information about equal opportunities and process adjustments, please visit the Capita Careers website. Location: Darwen , United Kingdom Time Type: Full time Contract Type: Permanent Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors. Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.