Director of Customer & Adviser Journeys (AI)

Location: London, United Kingdom; other listed location: Southampton

Company

hirify.global is a wealth management business providing financial advice, investment platforms, multi-asset investment solutions and discretionary fund management across the UK, Ireland and Channel Islands.

What you will do

• Own the strategy, performance and transformation of customer and adviser journeys across functions, channels, products, systems and teams.
• Define target-state experiences, operating models, governance frameworks and multi-year improvement roadmaps.
• Set journey KPIs, OKRs and outcome measures covering satisfaction, NPS, complaints, effort, service performance, journey time and cost to serve.
• Govern the journey improvement portfolio, prioritised backlogs, investment cases and trade-offs between customer outcomes, efficiency, regulation and delivery capacity.
• Drive simplification, standardisation, automation, AI-enabled capabilities, digital self-service and straight-through processing with appropriate human hand-offs and controls.
• Lead Journey Leads and multidisciplinary squads while influencing Operations, Digital, Technology, Product, Risk and Customer Experience stakeholders.

Requirements

• Experience owning complex end-to-end customer and adviser journeys.
• Expertise in customer experience, service design, operational performance, cost-to-serve management and continuous improvement.
• Experience leading transformation delivery, change leadership and agile or product-led delivery.
• Knowledge of automation, AI-enabled capabilities and digital servicing models.
• Experience with commercial prioritisation, investment cases, senior stakeholder influence, governance, risk and control frameworks.
• Ability to embed Consumer Duty, vulnerability, accessibility and inclusive design in journey decisions.

Nice to have

• Wealth management, investment platform, financial advice or broader financial services experience.
• Experience implementing automation or AI-enabled servicing solutions.
• Leadership of large-scale operational or service transformation.
• Understanding of digital servicing economics and self-service design.

Culture & Benefits

• 26 days of holiday, equivalent to 182 hours.
• Eligibility for the hirify.global Incentive Scheme.
• Non-contributory company pension scheme with the option for personal contributions.
• Private medical insurance, life assurance at four times salary and income protection covering 75% of salary less state benefits after 26 weeks of absence.
• Flexible benefits for UK employees, available through salary deduction.
• Culture focused on integrity, curiosity, challenge, inclusion, collaboration and shared accountability.