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- Tasks: Lead a team driving operational change and customer success in a fast-paced environment.
- Company: Join Flagstone, a dynamic online savings platform transforming financial technology.
- Benefits: Enjoy hybrid working, competitive bonuses, and a ÂŁ1,000 personal development budget.
- Why this job: Be part of a diverse culture that values kindness, respect, and growth while making a real impact.
- Qualifications: 8+ years in operations or change leadership with proven team-building and improvement skills.
- Other info: We welcome applicants from all backgrounds; your unique perspective is valued here.
The predicted salary is between 48000 - 72000 ÂŁ per year.
Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.
Each definition shares a common thread: our unique culture. It’s our pride and joy. And our competitive advantage.
A feel for our culture:
To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.
That’s why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.
We may not change the world, but wecan change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.
But enough about us. Let’s talk about you.
Does this sound like you?
You\’re an inspiring leader who creates real impact through operational change and excellence. You build strong, trusted relationships across the business and know how to drive change that improves customer outcomes, optimises processes, and that builds long-term operational resilience. You thrive in fast-paced, collaborative environments, and know how to bring structure to complexity and ambiguity.
About the role
Reporting to the Head of Transformation and Change, you will lead our Operational Change Team, which includes Business Analysts and Customer Success Specialists. Your team plays a central role in supporting operational teams and cross-functional squads through identifying and delivering improvements, solving root-cause issues, and ensuring operational change readiness for all changes delivered through our Tribes and Squads model.
You’ll work closely with operations leadership and change leads to ensure improvements are user-centred, data-informed, and aligned to Flagstone’s strategic goals.
What you’ll do
- Lead and support a team of Business Analysts and Customer Success Specialists focused on driving operational change and customer success
- Partner with operations leadership to ensure effective prioritisation, process governance, and resolution of high-impact operational challenges
- Drive a culture of continuous improvement across the Operational Change team and Operations, embedding structured methodologies and best practices in process design and optimisation
- Champion operational readiness and the successful delivery of improvements across operations and squads
- Promote a user- and customer-centric approach to change – ensuring client and colleague experience is front and centre in all initiatives
- Design and support the embedding of frameworks, tools, and ways of working that improve operational efficiency through continuous improvement and scalability
- Act as a key link between operations and the broader transformation and change function, contributing to cross-functional alignment and shared outcomes
- Provide line management, coaching, and professional development for your team, driving performance through clear goals and support
What you’ll bring
- 8+ years’ experience in operations, change, or transformation leadership roles in fast-paced or scaling environments
- Proven experience in building and leading high performing teams
- A strong track record of delivering business process improvements, operational change, and continuous improvement initiatives
- Demonstrated experience applying Lean, Six Sigma, or similar structured improvement methodologies
- Experience working in agile environments including squads and tribes
- A user- and customer-centric mindset, with practical understanding of service design and customer experience principles
- Effective people leadership skills – including performance management, coaching, and team development
- Strategic thinking with the ability to balance hands-on delivery with long-term planning
- Strong stakeholder engagement, communication, and influencing ability
How we reward you:
At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits:
- Hybrid working – Spend at least 1 day a week with your team in our collaborative London office
- Competitive bonus scheme – designed to reward and recognise high performance
- Flexible benefits budget – a pot to fund meaningful benefits for you, whether it\’s hormone or fertility testing, cancer screening, neuro-diversity coaching or something that matters for you.
- A range of salary sacrifice options to help you make tax efficient savings on electric cars, nursery schemes, home and tech goods.
- Around the World scheme – 3 months work from anywhere scheme
- Mental wellbeing support – Access therapy and mental health sessions through Spill
- Learning and development – £1,000 personal development budget to help you grow in your role.
- Private health care – Enjoy all the benefits AXA has to offer, including reduced gym memberships and medical history disregarded
- Medical cash plan – To help you with the costs of dental and optical expenses
- Life insurance and Income Protection- four times your annual salary for peace of mind
- Matched pension contributions up to 5%
- 25 days holiday – plus bank holidays, well-being days and volunteering days
- Enhanced Parental Leave – enhanced maternity, paternity and adoption pay.
All are welcome.
At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.
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Staff Operations Change Manager London employer: flagstoneim.com
Contact Detail:
flagstoneim.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Staff Operations Change Manager London
✨Tip Number 1
Familiarise yourself with Flagstone's unique culture and values. Understanding their emphasis on kindness, respect, and growth will help you align your approach during interviews and discussions, showcasing how you can contribute to their collaborative spirit.
✨Tip Number 2
Highlight your experience in leading high-performing teams and driving operational change. Be prepared to share specific examples of how you've successfully implemented process improvements and fostered a culture of continuous improvement in previous roles.
✨Tip Number 3
Demonstrate your understanding of user- and customer-centric approaches. Prepare to discuss how you've applied service design principles in past projects, ensuring that client and colleague experiences were prioritised in your operational strategies.
✨Tip Number 4
Network with current or former employees of Flagstone to gain insights into the company’s operations and culture. This can provide you with valuable information to tailor your conversations and show your genuine interest in the role and the organisation.
We think you need these skills to ace Staff Operations Change Manager London
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand Flagstone's unique culture. Highlight how your values align with their emphasis on kindness, respect, and growth in your application.
Tailor Your CV: Make sure your CV reflects your experience in operations, change, or transformation leadership roles. Emphasise your achievements in driving operational change and continuous improvement initiatives, particularly in fast-paced environments.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of the role and how your skills can contribute to Flagstone’s goals. Use specific examples from your past experiences that showcase your ability to lead teams and drive change.
Highlight Relevant Methodologies: Mention any experience you have with Lean, Six Sigma, or similar structured improvement methodologies. This will show that you are well-versed in the practices that Flagstone values for operational excellence.
How to prepare for a job interview at flagstoneim.com
✨Understand the Company Culture
Before your interview, take some time to research Flagstone's unique culture. They value kindness, respect, and growth, so be prepared to discuss how you embody these values in your work and leadership style.
✨Showcase Your Change Management Experience
Highlight your experience in driving operational change and delivering business process improvements. Be ready to provide specific examples of how you've successfully led teams through change and the impact it had on customer outcomes.
✨Emphasise Collaboration Skills
Since the role involves working closely with operations leadership and cross-functional teams, demonstrate your ability to build strong relationships and collaborate effectively. Share examples of how you've navigated complex environments and brought structure to ambiguity.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and strategic thinking. Prepare to discuss how you would approach high-impact operational challenges and ensure a user-centric approach to change initiatives.
