Head of Complaints (AI)

Location: London, United Kingdom; hybrid attendance at the London office 2–3 days per week. The role also allows working from abroad for up to 120 days per year, subject to the right to work in the country of choice.

Company

hirify.global is a digital bank focused on customer trust, multi-product financial services, and AI-enabled operational transformation.

What you will do

• Own the end-to-end complaints operation across a complex, multi-product digital bank.
• Set standards for customer outcomes, quality, consistency, and regulatory control.
• Lead the function through transformation, developing team capability and engagement.
• Shape the safe use of AI and automation across information gathering, triage, quality assurance, and insight.
• Use data, forecasting, and capacity planning to improve performance and scale efficiently.
• Represent Complaints in senior forums and with external regulatory stakeholders while supporting sound decisions on sensitive cases.

Requirements

• Proven leadership experience in complaints functions within financial services.
• Confident application of FCA DISP, Consumer Duty, and Financial Ombudsman Service requirements.
• Experience leading teams across multiple complaint products, complex cases, and competing priorities.
• Ability to make customer-centred decisions involving conduct risk or significant customer detriment.
• Experience building controls, quality frameworks, regulatory reporting, and operational insight.
• Ability to influence senior stakeholders and lead people through ambiguity and change.

Nice to have

• Experience in a high-growth, digitally led bank or fintech.
• Current-account complaints experience.
• Experience with auto complaints, discretionary commission redress, AI, automation, or technology-led process change.
• Experience redesigning operating models or building root-cause analysis partnerships with Product or Customer Experience teams.

Culture & Benefits

• Hybrid working with face-to-face collaboration and a focus on work-life balance.
• Option to work from abroad for up to 120 days per year, subject to the right to work in the relevant country.
• Inclusive workplace with a diversity, equity, and inclusion forum.
• AI is used as part of everyday work across the organisation.

Hiring process

• Behavioural and competency-based interviews should be completed without AI assistance.
• Technical interview stages may allow or restrict AI use depending on the role; expectations are communicated by the Talent Partner.