Director - Financial Services Transformation (Service)

Location: Hybrid working with an office base in London, Manchester or Glasgow; flexibility to work at assignment locations and spend periods away from home at short notice is required.

Company

hirify.global, part of Capgemini Invent, designs and delivers customer experience, business model, product, service and technology transformations for major organisations.

What you will do

• Lead and grow Service Transformation activities for financial services clients.
• Create and deliver transformation strategies covering operational efficiency, CRM optimisation, personalised experiences and customer care.
• Lead large-scale, complex programmes from inception through implementation, including commercial foundations and measurable outcomes.
• Shape proposals, respond to bids, pitch to clients and grow key accounts.
• Act as a strategic adviser to senior client stakeholders, including C-suite leaders.
• Coach and develop high-performing teams while building external thought leadership through speaking and social media.

Requirements

• Consulting experience, ideally within a Big Four firm.
• Deep financial services sector expertise, particularly in insurance, including market trends, regulation and customer needs.
• Strong experience in Service Transformation, CRM and CCaaS platforms, customer care operations and customer journey design.
• Proven delivery of complex transformation programmes in the insurance sector.
• Strong industry network, visible professional presence and experience engaging senior stakeholders.
• Strategic leadership, commercial judgement, strong communication skills and a human-centred approach to problem-solving.

Nice to have

• Experience with Salesforce, Microsoft Dynamics, Nice, Genesys, AWS or Google Dialogflow.
• Experience leading a sector-focused consultancy team.

Culture & Benefits

• Hybrid working and flexible working arrangements are embedded in day-to-day operations.
• Open, inclusive and collaborative culture focused on creativity, community and positive human experiences.
• Wellbeing support includes Mental Health Champions and wellbeing apps such as Thrive and Peppy.
• Commitment to inclusion, sustainability and positive social impact.
• Employees can request flexible working arrangements under UK policy.