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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading large-scale service transformation initiatives, aligning technology and processes with strategic business goals, and effectively managing cross-functional programs. Proven ability to translate data insights into actionable business decisions while influencing stakeholders at all levels.
Highest-signal resume keywords
Service TransformationBusiness TransformationOperational ExcellenceChange ManagementStakeholder Influence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Transformation Strategy DevelopmentGovernance FrameworksBusiness Process ImprovementData AnalysisProgram Management
Soft Skills
Analytical SkillsProblem-SolvingLeadershipCommunication
Industry Keywords
Customer OperationsDigital TransformationOperational PerformanceCross-Functional CollaborationInternational Environment
About the role
Key responsibilities & impact- Define and lead the global Customer & Driver Services transformation strategy and roadmap
- Lead large-scale change and redesign how the service organization operates
- Align leadership, people, processes, and technology around strategic goals
- Own prioritization and governance of the global service transformation portfolio
- Ensure effective delivery frameworks and governance
- Identify service transformation opportunities using customer insights, operational performance, country needs, and strategic priorities
- Translate business challenges into scalable process, technology, data, and organizational solutions
- Lead the end-to-end business change lifecycle from opportunity identification through implementation, adoption, and value realization
- Act as a trusted advisor to senior business leaders and country stakeholders
- Build partnerships with Digital & IT
- Ensure business needs are translated into successful solutions and business outcomes
- Report to the Group Director Customer & Driver Services
Requirements
What you’ll need- Bachelor's or Master's degree in Business Administration, Engineering, Economics, Management, or a related field
- 10+ years of experience in Service Transformation, Business Transformation, Operational Excellence, Consulting, Customer Operations, or related disciplines
- Proven experience leading large-scale transformation programmes in an international and matrix environment
- Demonstrated success developing transformation strategies, roadmaps, business cases, and governance frameworks
- Strong experience managing cross-functional programmes involving business, technology, data, operational, and customer experience stakeholders
- Experience in customer service, operations, business process improvement, or digital transformation environments
- Strong analytical and problem-solving skills
- Ability to translate data into business decisions
- Experience influencing stakeholders at executive level
- Knowledge of change management, process improvement, and performance management frameworks
- Fluent in English, written and spoken
Benefits
Comp & perks- Professional growth opportunities
- Rewards and incentives
- Training and on-the-job experience
- Competitive benefits
- Development opportunities
- Wide variety of benefits supporting mental and physical wellbeing
- Work–life balance support
- Positive and healthy work atmosphere
- Inclusive and engaging workplace culture
- Opportunities to contribute to sustainable mobility, electrification, and decarbonisation