Director, Customer Support Network Strategy, Service Design & Workforce Management
- Location
- Greater London, England, United Kingdom
operate support, at what scale, and at what cost, across a rolling multi-year horizon? How do we architect frontline service design to be AI-ready as frontline tooling evolves, deliver best-in-class customer experience, and remain cost-efficient? How do we manage our workforce with precision, eliminating waste … across both brands. Maintain the role architecture map: what roles exist, what they do, where they overlap. Evaluate how tools (CRM, WFM, knowledge base, AI tools, ticketing) enable or constrain frontline roles, and keep this view current as tooling changes. Own and evolve the target-state frontline model aligned ...