Job Description
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 Commercial & Analytical Mindset: Strong business acumen with the ability to link P&L to your decisions and create measurable outcomes. Customer Experience (CX) Domain Expertise: Extensive experience implementing digital customer interactions, CRMs (like Salesforce), or complaints handling systems. A Financial Services backgro...