Adviser 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 across the UK, Ireland, and Channel Islands.

What you will do

• Own the end-to-end performance, optimisation, and transformation of an assigned adviser service journey across digital and non-digital channels.
• Lead a multidisciplinary journey squad through a matrix model, aligning Operations, Technology, Data, Digital, Product, Change, Risk, and Compliance.
• Manage the integrated run-and-change backlog, prioritise improvements, and deliver a roadmap with clear ownership, measures, and benefit tracking.
• Simplify and re-engineer processes, reduce friction and manual intervention, and increase self-service, straight-through processing, automation, and responsible use of AI.
• Improve adviser productivity, digital adoption, cost to serve, journey completion times, and service quality while maintaining effective controls.
• Use adviser insight, complaints, operational data, and journey analytics to identify root causes and improve customer and adviser outcomes.

Requirements

• Experience owning or leading a complex end-to-end adviser, service, or operational journey across multiple disciplines.
• Strong operational management and change-delivery experience, including process improvement, re-engineering, digital delivery, or service transformation.
• Ability to lead across functional boundaries, manage backlogs and dependencies, and make balanced delivery trade-offs.
• Strong data literacy, evidence-led decision-making, curiosity, constructive challenge, and commercial judgement.
• Ability to balance customer and adviser outcomes, growth, efficiency, risk, regulation, and control effectiveness.
• Experience in wealth management, financial services, or another regulated environment is desirable; relevant professional qualifications are beneficial but not essential.

Nice to have

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

Culture & Benefits

• 26 days of annual holiday, equivalent to 182 hours.
• Non-contributory pension scheme with the option for additional personal contributions.
• Private medical insurance, life assurance equal to four times salary, and income protection covering 75% of salary less state benefits after 26 weeks of absence.
• Eligibility for the hirify.global Incentive Scheme and access to flexible benefits for UK employees.
• Inclusive culture focused on integrity, curiosity, constructive challenge, collaboration, and equal opportunities.