Senior Transformation Expert – Customer Service, Operations & AI - 20545

Assignment Description

We are looking for a senior, business-oriented Transformation Expert with deep expertise in operations and customer service, strong technical understanding, and proven experience driving large-scale business transformation.

You will play a key advisory role in challenging and developing a three-year transformation strategy for a complex operations and customer service organization. The focus is on improving productivity, efficiency, scalability, and customer experience through process development, automation, advanced analytics, generative AI, and modern technology.

The role requires someone who can translate strategic vision into practical, prioritized, and achievable actions.

What You Will Work On

• Define the future operating model, including processes, customer journeys, workflows, roles, responsibilities, competencies, organization, and technology.
• Challenge existing assumptions, priorities, organizational structures, and transformation plans.
• Identify opportunities to improve efficiency through process optimization, automation, advanced analytics, generative AI, and emerging technologies.
• Evaluate how leading-edge AI can improve business performance, customer interactions, and operational processes.
• Assess business benefits, investments, technical and organizational dependencies, feasibility, and time to value.
• Identify the capabilities, skills, resources, and decisions required to enable transformation.
• Develop a prioritized three-year roadmap with milestones, measurable outcomes, ownership, and follow-up.
• Translate the roadmap into a realistic implementation and benefits realization plan.
• Balance efficiency improvements with customer experience, quality, risk management, regulatory compliance, and commercial development.
• Identify opportunities to free up operational capacity without compromising service quality or customer satisfaction.
• Preserve and strengthen the commercial value of personal customer interactions.

What You Bring

• Deep expertise in operations and customer service.
• Recent, proven experience analyzing, developing, and transforming complex operations or customer service organizations.
• Documented experience developing and implementing transformation plans.
• Strong technical understanding and practical experience with automation, advanced analytics, generative AI, and modern technologies.
• Understanding of regulatory requirements, risk management, and operational dependencies in regulated environments.
• Ability to evaluate business value, investments, technical dependencies, feasibility, and measurable benefits.
• Experience developing and implementing strategic roadmaps with priorities, milestones, ownership, and performance tracking.
• Ability to challenge established processes, organizational structures, and technical assumptions with a pragmatic business perspective.
• Strong understanding of the relationship between operational efficiency, quality, risk, customer experience, and commercial growth.
• Experience driving change in collaboration with senior management and key business stakeholders.

Meritorious

• Experience with large-scale customer service transformation.
• Experience implementing AI-driven customer service solutions.
• Knowledge of advanced automation and analytics in operations.
• Experience designing future operating models and customer journey improvements.
• Experience working in regulated industries.

Interested? Please share your updated CV at cv@veritaz.se to proceed further.