Head of Customer Experience (Fintech)

TL;DR

Head of Customer Experience (Fintech): Shaping the global customer service strategy and service delivery model for a large-scale financial services organization with an accent on digital transformation, AI integration, and omnichannel experience design. Focus on building high-performing teams, ensuring regulatory compliance with FCA standards, and driving commercial growth through data-led improvements in customer loyalty and efficiency.

Location: London (Onsite)

Company

A global financial services organization recognized for its innovative, customer-centric approach to trading and investment.

What you will do

• Define and execute a global customer service strategy aligned with business objectives and the digital transformation roadmap.
• Build future-state operating models leveraging AI, automation, and advanced analytics to improve service scalability.
• Lead large-scale change management and cross-functional teams of ~100 people across digital and human channels.
• Drive measurable improvements in satisfaction, efficiency, and commercial enablement using data-led decision-making.
• Ensure full compliance with FCA regulatory requirements and Consumer Duty principles.
• Partner with senior leadership to secure strategic alignment and represent the Voice of the Customer (VoC).

Requirements

• 10+ years of experience in customer service or customer success, with 5+ years in senior leadership roles.
• Proven expertise in leading enterprise-wide strategic programs in complex, multi-channel environments.
• Solid understanding of AI, machine learning, and RPA applications in customer operations.
• Strong commercial acumen with experience in ROI modeling and business case development.
• Bachelor’s degree required; Master’s, MBA, or CX certifications preferred.
• Must be based in or able to work from London.

Culture & Benefits

• Career-defining opportunity to lead a significant service transformation within a global financial services industry leader.
• Direct impact on the experience of millions of customers worldwide.
• Environment focused on innovation, customer obsession, and high-performance leadership.
• Collaboration across global teams including Technology, Product, and Commercial divisions.