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Director of Strategy and Transformation

The Director of Strategy and Transformation will play a critical role in defining and driving strategic operation improvements across all areas of the customer operation in the UKI Division.

As part of the customer operations leadership team, you will work with your peers to understand their functional strategies and bring these together in a cohesive multi brand operations strategy.

You will lead our Change Delivery teams, who manage drive and enable change programmes across the operation in line with our evolving Technology offering. Your team will sit across our UKI sites, with colleagues and stakeholders across our Ireland, UK, Malta and Hyderabad offices.

What you’ll do

  • Develop the customer operations strategy ensuring it aligns with the overall business objectives and customer needs. This includes identifying areas for improvement, opportunities presented as part of our ongoing technology transformation programme, defining key performance indicators, and setting clear goals and objectives.

  • Lead and manage transformational change projects within Operations. This will include identifying and prioritising areas for transformation, developing business cases and implementation plans, and ensuring successful execution of initiatives.

  • Customers First Always: Advocating for a customer-obsessed culture within Operations, ensuring that all processes and decisions are aligned with delivering an exceptional customer experience.

  • Build on performance insights and analytics: Working closely with your Operational leadership team colleagues, taking a data driven approach using insights from our performance teams to find opportunities and laser focus our change programmes.

  • Build and develop high-performing teams. Placing focus on building and developing a strong team ensuring that they have the necessary skills and resources to deliver on objectives, including providing coaching and mentoring, fostering a culture of collaboration and continuous learning, and attracting and retaining top talent.

How you’ll do it

  • Outstanding ability to influence, with excellent stakeholder management.

  • Have an unwavering focus on delivering best-in-class customer service and experience.

  • Self motivated with ability to work at pace in a dynamic organisation.

  • Excellent project management skills and ability to prioritise competing, high-profile demands.

  • Keen attention to detail in planning and execution, while seeing the big picture and understanding how all the pieces fit together.

  • Able to proactively uncover and communicate problems and opportunities.

  • Developing strategy and forward thinking - the capacity to create a clear direction to realise organisational goals, considering a wide range of issues across and related to the organisation.

  • Delivering results - the ability to operationalise organisational strategy, implement plans, and successfully oversee projects in challenging environments.

  • Leading people - the capacity to build and empower high-performing teams, and to maximise the performance of employees.

What’s on offer 

  • £/€1,000 learning fund ­­­­
  • Twice-yearly bonus (with part of it guaranteed!) 
  • Unlimited Holiday 
  • Pension contribution scheme 
  • Private healthcare 
  • Hybrid Working
  • Access to thousands of Udemy courses 
  • Invest via the Company Sharesave Scheme 

With teams based across Leeds, London, Malta and Dublin, semi-regular travel to these sites will be required

About Flutter UK & Ireland

We are Flutter UK & Ireland, part of the Global FTSE 100 Flutter Entertainment. Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair and Paddy Power. 

Together the Flutter UKI brands offer market leading entertainment to millions of customers every single week! Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like ‘cash-out’, ‘Request a Bet’, betting exchanges and free to play games like Soccer Saturday Super 6. 

And the Values that guide us? Here they are:

Customer First, Always | Change The Game | Win Together | Free To Be Me

We’re proud of our 4 Values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland.

Find out more about how we co-created our Values with over 10,000+ insights from our people.

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.