At a Glance
- Tasks: Lead transformation of client service across two business areas in financial services.
- Company: Join a leading firm focused on enhancing customer experiences.
- Benefits: 12-month fixed-term contract with competitive salary and professional growth opportunities.
- Other info: Dynamic role requiring strong stakeholder influence and data-driven decision-making.
- Why this job: Make a real impact by improving client journeys and driving service excellence.
- Qualifications: Proven leadership in customer service transformation within regulated financial services.
The predicted salary is between 63000 - 77000 £ per year.
Hanover are exclusively retained on a senior fixed-term contract opportunity for an experienced client/customer service transformation leader within a regulated financial services environment. This is an initial 12-month fixed-term contract, focused on bringing together and transforming the client/customer function across two existing business areas. The mandate is broad: improve end-to-end client journeys, create consistency across service channels, strengthen operational discipline, and deliver measurable improvements in customer outcomes.
The successful candidate will have a strong track record of leading multi-channel customer or client service operations at scale, with clear evidence of improving customer journeys, reducing friction, embedding robust MI and governance, and driving continuous improvement across people, process, and technology. Experience in regulated financial services is essential, ideally with exposure to Consumer Duty, complaints, vulnerable customers, operational risk, and service transformation.
You will need to be comfortable operating at pace, influencing senior stakeholders, and translating insight into practical service improvements that deliver better outcomes for customers and the business. This would suit an individual who can quickly assess the current landscape, bring teams together around a clear target operating model, and leave behind a more joined-up, data-led and customer-centric client function.
Key experience required:
- Senior leadership of customer/client service, operations, or transformation within regulated financial services
- Evidence of improving end-to-end customer or client journeys across multiple channels
- Experience bringing together teams, processes, or service models across different business areas
- Strong understanding of MI, service performance, complaints, risk controls, and continuous improvement
- Ability to influence senior stakeholders and deliver change in a complex environment
If this sounds like you, please get in touch for a confidential conversation.
Head of Client Service Transformation - 12-month FTC in Devon employer: Hanover
At Hanover, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through tailored development opportunities and a focus on continuous improvement, ensuring that our team members thrive in their roles. Located in a vibrant financial services hub, we provide a unique chance to lead transformative initiatives that directly enhance customer experiences while working alongside passionate professionals dedicated to making a meaningful impact.
