Director of Customer Services (Fintech)

TL;DR

Director of Customer Services (Fintech): Leading the execution of operational growth strategy and overseeing day-to-day customer operations with an accent on transforming the operating model and leveraging technology. Focus on driving operational efficiency through automation and AI, optimizing customer segmentation, and delivering commercial value through service innovation.

Location: Hybrid (London)

Company

A financial technology company providing a cloud-native digital platform to transform retirement, savings, and financial wellbeing globally.

What you will do

• Lead the execution of operational growth strategy to scale customer operations and translate business objectives into scalable workflows.
• Drive revenue growth through improved customer engagement, cross-sell/upsell strategies, and service innovation.
• Evolve the operating model to support rapid growth and regulatory compliance while embedding a continuous improvement cycle.
• Drive digital transformation initiatives, leveraging automation and AI to enhance service efficiency and experience.
• Develop and implement customer segmentation strategies to deliver differentiated solutions across client and member groups.
• Build and develop high-performing teams across customer operations and service functions.

Requirements

• Proven senior leadership experience within fintech, financial services, or a high-growth digital operation.
• Track record of leading and scaling customer operations and transforming operating models.
• Deep understanding of demand management, service design, and customer journey optimization.
• Strong commercial mindset with evidence of driving revenue, improving retention, and reducing cost to serve.
• Experience working in agile environments and managing product roadmaps.
• Solid understanding of DC pensions and the competitive landscape.

Culture & Benefits

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget for professional development.
• Extensive private healthcare, including dental, eyecare, and EAP.
• Enhanced sick leave (three months’ pay per year) and enhanced maternity/paternity leave.
• Fully-paid five-week sabbatical after five years of employment.
• In-office wellbeing perks such as manicures, massages, and barbers.