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- Tasks: Lead and scale customer operations teams to enhance service delivery and customer experience.
- Company: Join Moneybox, an award-winning wealth management platform transforming lives.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Why this job: Shape the future of customer operations and make a real impact on people's financial journeys.
- Qualifications: Proven leadership in operational functions, ideally in regulated environments.
- Other info: Dynamic environment with a focus on innovation and customer-centric culture.
The predicted salary is between 48000 - 72000 ÂŁ per year.
At Moneybox, our mission is to give everyone the means to get more out of life. We’re guided by our belief that wealth isn’t about the money, it’s about the means to more - more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award-winning wealth management platform, helping over one and a half million people build wealth throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement.
The Head of Customer Operations is a senior leadership role responsible for leading and scaling Moneybox’s core operational delivery teams: Core Customer Operations, AML Operations (including KYB), and Pension Operations. You will ensure these critical functions operate with accuracy, efficiency, and compliance, while building the operational capability to support Moneybox’s long-term growth. The role combines strategic operational leadership with a strong commitment to customer focus, ensuring that every process, policy, and decision supports outstanding experiences and outcomes.
You will design and execute a future-proof operating model that delivers exceptional customer value, supports rapid growth, and ensures operational excellence. This includes making tactical resource allocation decisions, driving process efficiency and automation, maintaining strong regulatory compliance, and fostering a high-performance, customer-centric culture.
Moneybox is entering a pivotal stage of operational transformation, and this is a unique opportunity to define how we serve customers at scale, building the foundations for long-term success.
Specifically, you will:
- Lead and Develop Operational Teams: Provide strategic leadership across multiple layers of the Customer Operations function, setting direction, driving accountability, developing strong people leaders, and fostering a high-performance, inclusive culture. You will ensure team health and stability by supporting leaders to manage challenges effectively and by creating an environment where people can thrive.
- Champion Customer Outcomes: Embed customer focus in all processes and policies, ensuring operational decisions support excellent experiences and protect customer trust.
- Optimise Resource Allocation: Allocate capacity effectively to deliver on service outcomes, balance demand and risk, and partner on forecasts and talent planning while ensuring day‑to‑day resilience.
- Drive Efficiency and Automation: Champion process improvements and automation initiatives, including leveraging on AI enablement, that reduce complexity, strengthen controls, and scale operations sustainably.
- Use Data and Insights to Improve Performance: Define SLAs and KPIs, track results, and generate insights that reduce avoidable contact and improve operational effectiveness.
- Safeguard Compliance and Manage Risk: Maintain strict oversight of Consumer Duty, AML, and CASS obligations, ensuring timely reporting, remediation, and escalation of risks.
- Collaborate and Influence Cross‑Functionally: Act as a senior advocate for Customer Operations, building strong partnerships within Operations and with teams such as Product, Engineering, Compliance and Finance to align priorities and deliver impact.
Who you are:
- A strategic operator who balances long‑term vision with day‑to‑day execution and has a clear bias for action.
- A proven people leader who develops strong managers and builds high-performing, inclusive teams.
- Customer‑focused and commercially minded, ensuring improvements enhance trust and deliver measurable value.
- Analytical and data‑driven, using insights to guide decisions and drive continuous improvement.
- Open‑minded and curious, with a learning mindset. Welcomes feedback, seeks diverse input, and adapts to new information.
- Resilient and pragmatic, able to prioritise effectively in complex, fast‑paced environments.
- An influential communicator who secures alignment across senior stakeholders.
You bring experience from both established organisations and high‑growth startups, combining an understanding of best practice with the pragmatism needed in a scaling environment.
Experience and Skills:
- Proven leadership of large‑scale operational functions, ideally including regulated environments such as financial services, pensions, or AML.
- Strong people leadership experience, with a track record of developing managers and building resilient, high‑performing teams.
- Expertise in operational excellence and continuous improvement, including process redesign, automation, and methodologies such as Lean or Six Sigma.
- Skilled in using data and performance metrics (SLAs/KPIs) to drive accountability, efficiency, and service quality.
- Comfortable managing operational risk and compliance obligations, with sound judgement on when and how to elevate.
- Experience across both established organisations and scaling businesses, combining best‑practice standards with the pragmatism needed in a high‑growth environment.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Customer Service, Strategy/Planning, and Finance
Head of Customer Operations in London employer: Moneybox
Contact Detail:
Moneybox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Moneybox. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Moneybox’s mission and values, and think about how your experience aligns with their goals. Show them you’re not just another candidate.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are talking about your skills and experiences, the better you'll come across.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you note. It shows appreciation and keeps you on their radar. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Head of Customer Operations in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Operations role. Highlight your experience in operational leadership and customer focus, as these are key aspects of the job. We want to see how your skills align with our mission at Moneybox!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and drive operational excellence. Use metrics where possible to show the impact of your work. This helps us understand the value you can bring to Moneybox.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who is not just qualified but also a great fit for our culture. Share your passion for customer outcomes and how you’ve championed them in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application gets to the right people quickly. Plus, it’s a great way to explore more about our company and what we stand for at Moneybox!
How to prepare for a job interview at Moneybox
✨Know Your Customer Operations Inside Out
Before the interview, dive deep into Moneybox's customer operations. Understand their core values and how they prioritise customer experience. Be ready to discuss how your leadership style aligns with their mission of enhancing customer trust and delivering exceptional value.
✨Showcase Your Strategic Vision
Prepare to articulate your long-term vision for operational excellence. Think about how you would design a future-proof operating model that supports rapid growth while maintaining compliance. Use specific examples from your past experiences to illustrate your strategic thinking.
✨Demonstrate Data-Driven Decision Making
Moneybox values analytical skills, so come prepared with examples of how you've used data to drive performance improvements. Discuss specific SLAs or KPIs you've implemented and how they led to measurable outcomes in previous roles.
✨Emphasise Team Development and Culture
As a leader, your ability to develop strong managers and foster an inclusive culture is crucial. Be ready to share your approach to team health and stability, including how you've supported leaders in overcoming challenges and building high-performing teams.
