About us At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional. About the role As our Customer Service Delivery Lead, you will own the day-to-day performance of outsourced customer service operations, ensuring every interaction reflects Dyson’s standards. Embedded on-site with our partners, you will drive operational excellence, elevate customer experience, and continuously optimise performance. You will: Oversee performance across assigned BPO site(s), ensuring delivery against KPIs and SLAs Monitor real-time metrics, identify trends, and take proactive action to optimise service levels Drive operational consistency aligned to Dyson’s customer experience expectations Partner closely with vendor leadership and frontline teams to ensure accountability and shared outcomes Support the rollout of new processes, tools, and training to improve agent capability and customer results Lead regular performance reviews, embedding structured feedback loops and continuous improvement Champion low-effort, high-impact customer interactions across all channels Identify recurring issues and escalate improvements that enhance end-to-end customer journeys Ensure Dyson’s tone of voice and brand standards are embedded in every customer interaction Share insights with Process, Training, and QA teams to inform future service design Escalate localised risks or performance gaps, ensuring timely resolution with market stakeholders About you Experience managing or supporting outsourced customer service operations, ideally across multiple sites or regions Strong understanding of contact centre metrics and performance levers (CSAT, AHT, FCR) Proven ability to influence and collaborate with external partners and internal stakeholders Highly analytical and detail-oriented, with a proactive approach to problem-solving Confident communicator, able to engage and influence at all levels Comfortable operating in a fast-paced, performance-led environment Passionate about delivering exceptional customer experiences Reward At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most. Working Policy Our campus culture is built on connection—collaboration in person, shared creativity, and hands-on learning. That’s why we don’t offer a hybrid arrangement. Working side by side powers our best ideas, fuels belonging, and keeps us pushing boundaries together. #LI-JM1 Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity. At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.

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