What You Will Do

• Lead the end-to-end delivery of strategic transformation and technology programmes across the Customer Contact Centre, ensuring robust governance, clear delivery plans, milestones, risks and benefit realisation.
• Shape and embed future-ready, customer-led and digitally enabled ways of working that improve customer, colleague and operational outcomes across in-house and partner operations.
• Partner with Technology, Customer Experience, Operations and third-party suppliers to deliver new systems, automation, AI-enabled tools and digital capabilities that improve service performance.
• Translate strategic priorities into programme roadmaps, business cases, delivery plans and executive-ready updates that support informed decision-making and investment choices.
• Manage programme governance, dependencies, risks and issues, proactively identifying and resolving barriers whilst maintaining pace, alignment and delivery focus.
• Use customer feedback, operational insight and performance data to measure outcomes, identify improvement opportunities and ensure transformation benefits are sustainable and measurable.

Who You Will Be

• A strategic transformation leader with experience delivering complex technology, digital or operational change programmes within customer-focused environments.
• Customer-obsessed and passionate about using technology, automation, AI and continuous improvement to make services simpler, faster and more human.
• A confident communicator who can translate complex technical detail, data and challenges into clear recommendations and actions for senior stakeholders.
• An influential stakeholder manager who creates alignment across cross-functional teams, suppliers and business leaders whilst balancing competing priorities.
• Highly organised, resilient and comfortable operating at pace in evolving and ambiguous environments where priorities can shift quickly.
• A commercially minded problem solver with a relentless focus on delivering measurable customer, colleague and business benefits.

What You Will Bring

• Proven experience leading complex transformation, technology or digital change programmes within customer service, contact centre, retail or operational environments.
• Strong programme management expertise, including governance, planning, dependency management, risk management, reporting and benefit realisation.
• Good understanding of contact centre operations, customer journeys, service performance measures and the role technology plays in improving customer and colleague experiences.
• Experience working with technology teams, product owners, operational leaders and third-party suppliers to deliver new systems, automation and AI-enabled capabilities.
• Strong analytical, stakeholder management and influencing skills, with the ability to use data and insight to inform decisions, drive continuous improvement and build alignment.
• Experience leading business readiness and change management activity, ensuring successful adoption and long-term sustainability of transformation outcomes.

Here are some of the benefits we offer that make working for M&S just that little bit more special…

• 20% colleague discount across all M&S products and many of our third‑party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days.
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry‑leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues, including our 24/7 Virtual GP and PAM Assist for you and your family.
• A charity volunteer day to support a cause you're passionate about through a dedicated day away from work.