Customer Service Transformation Lead

Customer Service Transformation Lead - Fixed term Contract

Location: London, 3-4 days in the office

Contract Duration: 3–6 months

Start: Immediately

Sector: Manufacturing / Pharmaceutical/ Biotech / Distribution

Interview process:

• Initial online interview
• Case study interview on-site

About Dune Advisors

We are a boutique management consulting firm specializing in providing strategic advisory, transformation and M&A support to clients across Life Sciences, CPG and Manufacturing. Based in the UK, our team works closely with large global organizations to drive impactful change through conceptualization, design, and implementation of company-wide Transformation programs and Transactions. We pride ourselves on delivering innovative, result-oriented solutions and are seeking an experienced Customer Service Transformation Lead to join our team and support a high-impact transformation engagement.

The Role

As the Customer Service Transformation Lead you will manage key workstreams on a high-impact transformation programme for our client, a global pharma company. This is a hands-on contract role suited to someone who has significant customer service operating model change experience, particularly involving restructuring, or redesigning customer service across different business lines to improve customer experience. The role will involve working closely with senior stakeholders across commercial, operations, IT, legal and finance to define the future-state customer service model, design the organisation and process changes required, and support implementation across onshore and offshore teams. This role would suit someone with a 10+ years consulting and transformation background who has worked on customer service, commercial operations, operating model, shared services or post-deal transformation programmes.

What you will do

You will lead the design and delivery of a customer service transformation programme, including:

• Assessing the current customer service organisation, query flows, service levels, account coverage and pain points
• Designing the future-state customer service operating model across business lines, customer segments and geographies
• Separating or restructuring a unified customer service organisation into distinct functions aligned to different business needs, such as manufacturing and distribution
• Defining detailed organisation design, including headcount, roles, responsibilities, reporting lines and onshore/offshore delivery split
• Designing offshore customer service hub models, including triage logic, routing principles, escalation paths and interaction model with onshore teams
• Developing fit-for-purpose service models for high-value and technically complex customer accounts, including dedicated CSR models and specialist technical support teams
• Mapping current-state query flows and designing future-state processes across customer service, commercial, operations and technical teams
• Working with IT teams to align process and operating model design with SAP C4C or equivalent CRM/ticketing platforms
• Building the data baseline required to support decisions, including query volumes, complexity, handling patterns, account segmentation and workload drivers
• Managing workstreams across organisation design, process, technology, data and legal/commercial dependencies
• Preparing materials and recommendations for senior leadership decision-making

What we are looking for

The ideal candidate will bring:

• Proven experience leading end-to-end customer service transformation programmes in complex manufacturing, life sciences, industrials or distribution or B2B environments
• Strong understanding of customer service operating models, especially in businesses with technically complex products and high-value accounts
• Experience designing or implementing offshore customer service hubs, including triage, routing and escalation models
• Experience separating, restructuring or redesigning customer service organisations across multiple business lines or entities
• Strong organisation design skills, with the ability to translate a high-level model into detailed structures, roles and headcount requirements
• Strong process design capability, including current-state mapping and future-state process definition
• Practical understanding of SAP C4C or similar CRM/ticketing/customer service platforms
• Ability to work with CS data to baseline demand, classify query types and identify service model implications
• Excellent stakeholder management skills, with the ability to align senior leaders across commercial, operations, IT, legal and finance
• Strong programme management discipline, including phasing, dependency tracking, issue resolution and delivery governance
• A hands-on, pragmatic style: able to move from strategy and design into implementation
• High EQ with strong verbal and written communication skills, including story boarding and developing clear and concise presentations

Why this role

This is an opportunity to lead a meaningful customer service transformation in a complex business environment, working directly with senior stakeholders and shaping the future operating model rather than producing a theoretical design. The work will be practical, fast-paced and delivery-focused with an enthusiastic and collaborative team.