Director, Contact Center Transformation

Radisson Hotel Group is one of the

world's largest hotel groups with ten distinctive hotel brands, and more than

1,460 hotels in operation and under development in 95+ countries. The Group’s

overarching brand promise is Every Moment Matters with a signature Yes I Can!

service ethos.

People are at the core of our business success and future. Our people are true

Moment Makers and together we bring the culture, spirit, environment and

opportunities that empower you to be your best, every day, everywhere, every

time. Together, we make Every Moment Matter.

As part of the Distribution and Optimization organization, the

Director of Contact Center Transformation at The Club of Voice leads the

strategic evolution of the contact center ecosystem to ensure scalability,

operational excellence, and measurable revenue contribution across brands and

regions.

Your mission is to design, implement, and continuously improve the

global contact center framework — encompassing process optimization,

performance management, the Knowledge Library, Conversation Design (voice &

digital), and QA & Performance — to deliver an exceptional customer and

employee experience while driving business outcomes. This includes coordinating

all activities with vendors and technology partners to ensure robust system

integration, service reliability, and alignment with the broader transformation

strategy.

Working with Distribution, Revenue Management, Digital, IT, and

Operations, you will :

a) embed data-driven strategies that elevate performance and

• efficiency;

b) establish best-in-class knowledge management and conversation

c) build aculture of continuous improvement, quality assurance,

to achieve superior customer engagement, loyalty, and

profitability.

Roles / Responsibilities

Strategic Transformation Leadership : Lead the

multi-year transformation roadmap for contact center operations, aligning

technology, process, and people strategies to business goals. Oversee the

integration of automation / AI and conversation design to enhance agent

performance, customer experience, and cost efficiency. Coordinate all related

activities with vendors and technology partners to ensure on-time delivery,

solution quality, and contractual / SLAs compliance.

Knowledge Library & Process Optimization : Build and

maintain a centralized Knowledge Library, ensuring accurate, current, and

on-brand content that empowers agents. Establish governance, workflows, and

continuous improvement processes (versioning, approvals, auditing) in

collaboration with Operations and vendor platforms where applicable.

QA & Performance

Management : Own the QA & Performance framework, KPIs, scorecards,

calibration, and coaching programs. Partner with Operations to analyze

trends, address root causes, and drive initiatives that elevate both agent

ensure vendor-aligned reporting and

quality standards.

Conversation Design

& Customer Experience : Define and implement conversation design

strategy across voice and digital channels (scripting, flows, intents, tone).

Leverage analytics and testing to improve containment, resolution, and

align vendor tooling, bot platforms, and telephony / CCaaS

configurations with CX goals.

Stakeholder Alignment

& Change Management : Engage regional leaders, IT, HR, and Finance

to prioritize initiatives, manage change, and drive adoption. Ensure thorough

communications, training, and readiness plans — including coordinated

execution with vendors / technology partners during rollouts and updates.

Data &

Insight-Driven Optimization : Use data analytics to identify

opportunities in processes, enablement, and CX outcomes. Translate insights

into actionable strategies that increase efficiency and revenue. Collaborate

with vendors and technology providers on data integration, tooling improvements,

and roadmap alignment to unlock performance impact.

Financial Responsibility

Responsible for an operational budget for transformation initiatives,

platforms, and performance programs. Supports the company in cost optimization,

ROI on transformation investments, and long-term scalability of the contact

center environment, including vendor and technology partner contracts and SLAs.

Additionally, this role holds full P&L responsibility for The Voice,

ensuring profitability, cost efficiency, and commercial performance in line

with organizational objectives.

Skills / Qualities

Minimum education : Bachelor's or Master degree from accredited

university - E-commerce, Marketing, Business Administration, Hospitality or

related major preferred

Minimum experience :

Language skills : Fluent English both

written and spoken, additional language skills are welcome.