Head of Business Excellence

About the role

Position Overview: As Head of Business Excellence in North America Customer Service, you lead a small team that continuously monitors Customer Service operations for emerging problems, rates their severity, diagnoses root cause, and resolves them together with operational leaders, before an issue becomes a customer escalation or a missed customer commitment. Your team determines why performance is diverging from the expected norm, what it is worth to act, and how the workflow must change so that process and AI improvements deliver operational outcomes at scale. The role is the bridge between signals and operational execution. Business Excellence does not collect customer feedback and does not execute solutions. It diagnoses root causes, designs the future-state workflow, builds the value case, mobilizes the accountable function, and closes each engagement with a validated benefit and a clear operational owner. The role complements the Heads of Customer Experience, Process Compliance and Efficiency, AI Innovation, AI Operationalization and Transformation, and works closely with Quality and Regulatory, Finance, IT, and HR. The Head of Business Excellence reports to the Senior Manager, Customer Service Operational Excellence in North America.

Responsibilities

• Monitor Operational Performance Build and run analytics that track operational, service-delivery, workforce, and financial performance, using leading indicators to spot emerging risks early.
• Identify service commitments at risk and gaps in ownership across the service process.
• Define performance standards and early-warning indicators for critical operational areas.
• Review core service workflows for automation and AI opportunities.
• Combine operational data with customer insights to tell isolated issues apart from systemic trends.
• Diagnose Root Causes Frame each engagement with a clear problem statement, baseline, scope, and the decision required.
• Use structured, hypothesis-driven problem solving to separate symptoms from validated root causes.
• Work out whether issues come from execution, process design, or technology and data.
• Deliver focused, time-bound engagements with clear outcomes.
• Redesign Service Workflows Design future-state workflows that combine Lean methods, AI, and automation.
• Work with operational leaders and HR to define how roles, skills, and capacity need to change.
• Partner with Quality and Regulatory teams so designs meet safety, cybersecurity, and regulatory requirements.
• Build Business Cases and Recommend Decisions Quantify the customer, operational, financial, and risk impact of acting and of not acting.
• Define baselines, target outcomes, effort, dependencies, risks, and benefit ownership.
• Set and maintain business-case standards across the organization.
• Give senior leadership clear, evidence-based recommendations.
• Drive Execution with Operational Leaders Bring recommendations to the right business owners for implementation.
• Develop corrective actions with regional and functional leaders, with clear owners, timelines, and expected results.
• Support implementation with analysis, facilitation, and hands-on problem solving until performance recovers.
• Act as a trusted advisor during execution and escalate barriers when needed.
• Track Value and Results Confirm that results are delivered and owned by the business.
• Work with Finance and business owners to verify realized benefits against plan.
• Share outcomes and successes with leadership and recognize contributing teams.
• Lead