Customer Service Journey Lead (Financial Services)

Location: London, United Kingdom

Company

hirify.global is a wealth management business providing financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management.

What you will do

• Own the end-to-end performance, optimisation, and transformation of an assigned customer service journey across digital and non-digital channels.
• Lead the integrated run-and-change agenda, balancing daily service performance with modernisation, customer outcomes, and commercial improvement.
• Develop journey improvement roadmaps and backlogs using customer insight, complaints, operational data, analytics, regulatory requirements, and commercial priorities.
• Drive simplification, process re-engineering, digitalisation, self-service, straight-through processing, automation, and responsible use of AI.
• Lead a multidisciplinary journey squad across Operations, Product, Digital, Technology, Data, Change, Risk, and Compliance.
• Own benefit realisation, investment recommendations, risk escalation, and sustained improvements in productivity, cost to serve, digital adoption, and capacity.

Requirements

• Experience owning or leading a complex end-to-end customer, service, or operational journey across several disciplines.
• Strong operational, change-delivery, process improvement, re-engineering, digital delivery, or service transformation experience.
• Ability to lead across disciplines, manage trade-offs, and align customer, operational, commercial, risk, and regulatory outcomes.
• Strong data literacy, evidence-led decision-making, curiosity, and constructive challenge.
• Experience managing backlogs, dependencies, delivery trade-offs, and technology-enabled change requirements.
• Experience in wealth management, financial services, or another regulated environment is desirable.

Nice to have

• Professional qualifications in operations, change, agile delivery, financial services, or process improvement.

Culture & Benefits

• Inclusive culture focused on diversity, equal opportunities, integrity, curiosity, collaboration, and continuous improvement.
• 26 days of holiday, equivalent to 182 hours.
• Employee incentive scheme and non-contributory pension scheme.
• Private medical insurance, life assurance at four times salary, and income protection at 75% of salary after 26 weeks of absence.
• Flexible benefits for UK employees available through salary deduction.