Customer Experience (CX) and Operations Manager

CX (Customer Experience) & Operations Lead (Six-Month Contract - Outside IR35) £500 - £650 per day DOE

Location: London (Hybrid – 2 days per week in office)

Contract Duration: 6 Months

About the Role

We are seeking an experienced CX & Operations Lead for a high-impact, delivery-focused 6-month contract. In this role, you will lead the design, implementation, and embedding of robust Knowledge Management (KM) , Quality Assurance (QA) , and Complaints-Handling frameworks across our Member Experience and Support function.

This is a hands-on transformation role focused on taking our operations from their current state to a consistent, measurable, and sustainable operating model. You will ensure operational standards are practical, fully adopted by frontline teams, and seamlessly handed over to business-as-usual (BAU) ownership.

Key Responsibilities

• Current-State Assessment: Conduct a comprehensive review of existing KM, QA, and complaints processes to identify gaps, risks, duplication, and improvement opportunities.
• Framework & Policy Design: Create clear, proportionate policies, process maps, standards, templates, and operational tools aligned with regulatory requirements and industry best practice.
• Knowledge Management Lifecycle: Establish an end-to-end KM model covering content creation, approval, publishing, review cadence, and retirement.
• Quality Assurance Framework: Build a complete QA methodology, including evaluation scorecards, sampling, scoring, calibration sessions, reporting, and coaching tools.
• Complaints Governance: Strengthen complaints handling through clear categorisation taxonomy, escalation pathways, SLA standards, root-cause analysis, and reporting models.
• Implementation & Change Management: Develop and drive an integrated rollout plan, engaging managers, team leaders, and frontline colleagues through workshops and feedback sessions.
• Service Improvement: Connect complaints insights, quality audit findings, and operational metrics to deliver tangible service enhancements.
• BAU Handover: Define future ownership, decision rights, and governance forums, delivering comprehensive training and handover documentation for long-term sustainability.

By the end of the 6-month assignment, you will have delivered:

• Documented current-state assessment and prioritised gap analysis.
• Approved operational frameworks for KM, QA, and Complaints Handling.
• Supporting process maps, policies, scorecards, and templates.
• Embedded complaints taxonomy, escalation routes, and root-cause reporting models.
• Implementation roadmap, stakeholder engagement plan, and training materials.
• Evidence of initial pilot implementation, adoption metrics, and effectiveness tracking.
• Comprehensive BAU handover pack and final closure report.

Key Skills & Experience

• Proven track record designing and embedding KM, QA, and complaints frameworks within a contact-centre or customer/member-service environment.
• Strong expertise in complaints governance, quality monitoring methodologies, and continuous improvement practices.
• Practical experience leading operational change from initial concept through implementation, adoption, and BAU handover.
• Exceptional process design, documentation, and stakeholder-management skills.
• Strong analytical ability to evaluate operational data, spot trends, and drive root-cause resolutions.
• Highly organised, pragmatic, and self-motivated in time-bound contract environments.
• Background working within a membership, rights-management, or regulated service environment.
• Experience with tech-enabled knowledge management or quality management platforms.
• Professional qualifications or formal training in Quality Management, Complaints Governance, or Continuous Improvement (e.g., Lean / Six Sigma).

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