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 design frameworks;

c) build a culture of continuous improvement, quality assurance, and service innovation; to achieve superior customer engagement, loyalty, and profitability.

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 design frameworks;

c) build a culture of continuous improvement, quality assurance, and service innovation; to achieve superior customer engagement, loyalty, and profitability.