Job Title: Transformation Lead
Location: Northampton (Hybrid - 2 days a week in the office)
Duration: 6 months
Overall purpose of the role
The VP Transformation Lead spearheads a major greenfield initiative focused on building and acquiring an Electronic Money Institution (EMI) license to enable a business divestment.
Operating in a fast-paced, highly ambiguous environment, this role defines the high-level strategy required for overall project success. Key responsibilities include leading the design of a digital-first customer service model—replacing traditional telephone and email operations with innovative, AI-driven, or digital customer interactions.
Key skills
1. Commercial & Analytical Mindset: Strong business acumen with the ability to link P&L to your decisions and create measurable outcomes.
2. Customer Experience (CX) Domain Expertise: Extensive experience implementing digital customer interactions, CRMs (like Salesforce), or complaints handling systems. A Financial Services background is not mandatory; candidates with strong CX experience at major retail or tech firms (e.g., Amazon, John Lewis) are highly encouraged to apply.
3. Change & Project Management: Proven track record of end-to-end project, programme, and...