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About the Role

This is a brand-new role at Zinc, part of a small, fast-moving team that exists to accelerate the customer function's ability to continuously improve how we serve customers, through better technology, process, and entirely new capabilities. You will be a key strategic partner to the CCO, helping to ensure the Customer function strategy is executed across the business. This role exists to take on the big, cross-functional things that currently move too slowly or don't start at all because the people who'd need to run them are already fully occupied serving customers.

Responsibilities

Lead time-boxed, high-stakes transformation projects that neither the AM nor CS team can resource themselves, starting with outsourcing vendor selection and commercial set-up.
Act as the single point deciding which cross-functional, currently-unowned problem gets tackled next.
Stand new capability up, prove it works, then hand it to the relevant delivery team to run as business-as-usual.
Pull in Core Ops as additional project capacity for the 'how,' while this role owns the 'what' and 'why.'
Challenge and build strategic thinking for the CCO and Directors, and enable Zinc to execute the Customer Function strategy.
Manage a service experience designer and another team member, getting genuine new output from people who are also still running something else.
Scope and hire the team's Maker role yourself, defining what capability the team actually needs.
Ensure Zinc's customer experience keeps evolving as fast as customer expectations do, including voice of customer, NPS, and customer education.

Requirements

Expected to come from one of the following backgrounds: Ex-strategy consultants turned operators, Startup Operations + Strategy roles, Customer Transformation Leaders, People Ops/Experience Leaders.
Trusted operator: the CCO and both function directors need to hand you real ownership quickly.
Comfortable with ambiguity: this role will be redefined as it proves itself.
Influence without full authority: most delivery happens through people who don't fully report to you.
Genuine comfort with letting go: building something up and then handing it off is a feature, not a loss.
Strategic and operational range: equally at home thinking about the function's readiness for further rapid scale, and running a specific project day to day.
Fast context-switcher: gets quickly up to speed in an unfamiliar problem area, then moves on once it's landed, without needing years to ramp up.
Bias to action under ambiguity: makes real progress with imperfect information rather than waiting for full certainty.
Builds credibility fast: earns trust and real authority with senior stakeholders quickly, rather than needing to grow into it over time.

Skills

Programme delivery: a track record of landing complex, cross-functional initiatives from scratch, not just running an existing process.
Operational and systems thinking: comfortable directing technical/ops resource (automation, data, dashboards) without owning it directly.
Commercial acumen: able to lead vendor/partner selection and negotiate commercial terms.
Prioritisation and portfolio management: able to weigh and sequence competing cross-functional demands with limited capacity.
Resourcefulness over headcount: genuinely comfortable delivering without a large dedicated team.
Structured problem-solving: able to take a messy, ambiguous problem, diagnose what's actually going on, and turn it into a clear plan of attack quickly.
Executive-ready communication: synthesises complexity into crisp written and verbal recommendations that senior stakeholders can act on.
Business case building: able to size and frame the case for a new investment or capability clearly enough that leadership backs it.

Location

Zinc - London

Work Type

Full Time

Experience Level

Chief of Staff

Salary/Compensations

£90,000 - £95,000 / year

Benefits

24 days holiday + Bank Holidays + your birthday off
£1200 annual benefits allowance (ThanksBen, from month 2)
Early finish Fridays (16:00)
Yearly company retreat abroad
30 days to Work from anywhere
Enhanced Maternity, Paternity, and Adoption Leave (13 weeks full pay, 17 weeks half pay, then SMP for maternity, 1 month full pay for paternity/adoption)
Statutory pension with NEST (3% employer, 5% employee)
Zinc shares, issued through the EMI Scheme
Unlimited access to Spill Therapy
Company socials, quarterly team socials
Free Monday lunches
Nursery workplace benefit scheme (Yellownest)
Option to lease an electric car through Electric Car Scheme
Celebrated Zinc anniversaries

About the Company

At Zinc, we're rapidly technologising how we serve candidates, recruiters, and customers, without eroding what makes our service genuinely good.