At a Glance
- Tasks: Lead customer change initiatives and drive measurable outcomes across the organisation.
- Company: Join a forward-thinking company focused on customer excellence and transformation.
- Benefits: Competitive salary, professional development, and a chance to make a real impact.
- Other info: Dynamic role with opportunities for growth and innovation.
- Why this job: Shape the future of customer experience and work with diverse teams.
- Qualifications: Experience in leading change initiatives and strong stakeholder management skills.
The predicted salary is between 70000 - 90000 £ per year.
Leads the delivery of customer change initiatives across PRA, translating CoE strategy, insight and priorities into executed change and measurable outcomes. The role is accountable for end-to-end delivery of customer initiatives, supporting local markets in ensuring changes are implemented effectively across markets, embedded into operations, and deliver tangible improvements in customer outcomes, performance and efficiency. Operates as the primary delivery lead within the Customer Centre of Excellence, working closely with Operations, Technology, Analytics and Compliance to ensure change is prioritised, delivered and realised consistently.
Main Duties and Responsibilities:
- Lead delivery of customer change initiatives aligned to CoE priorities and market needs
- Own and manage a prioritised customer change roadmap, aligned to CoE strategy
- Be accountable for delivery execution and benefits realisation across all customer initiatives
- Ensure all change activity delivers good customer outcomes in line with Consumer Duty expectations
- Translate customer insight and strategy into deliverable initiatives, with clear scope and outcomes
- Work in close partnership with Operations and Technology teams to implement and embed change
- Identify delivery risks, dependencies and constraints early, managing them proactively
- Establish and maintain practical delivery standards, governance and ways of working
- Track and report on delivery progress, impact and value delivered
- Support the ongoing development of customer change capability within the CoE and local markets
Experience/Qualifications:
- Experience leading customer or business change initiatives in a regulated environment
- Strong delivery mindset with the ability to operate hands-on
- Good working knowledge of FCA regulation and Consumer Duty expectations
- Experience embedding automation into journeys
- Experience working across Operations, Technology and Insight teams
- Strong stakeholder management and prioritisation skills
- Comfortable building capability and maturing ways of working over time
Compliance Responsibilities:
All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including:
- Taking accountability for their own actions, decisions, and professional conduct.
- Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
- Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
- Monitor for and promptly escalate any actual or suspected non-compliance with policy, regulation, or breach of local legislation.
- Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
- Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
- Co-operating fully with internal reviews, audits, or regulatory investigations if required.
- All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.
Head of Customer Transformation employer: PRA Group (Nasdaq: PRAA)
As the Head of Customer Transformation at PRA, you will be part of a dynamic and innovative team dedicated to driving meaningful change in customer experiences. Our collaborative work culture fosters professional growth and development, offering you the opportunity to lead impactful initiatives while working closely with cross-functional teams. Located in a vibrant area, we provide a supportive environment that values compliance and ethical conduct, ensuring that your contributions lead to tangible improvements in customer outcomes and operational efficiency.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Transformation
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work in customer transformation. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Showcase your skills! When you get the chance to meet potential employers, be ready to discuss specific examples of how you've led customer change initiatives. Use metrics to back up your success stories – numbers speak volumes!
✨Tip Number 3
Stay proactive! Follow up after interviews or networking events with a quick thank-you note. It keeps you on their radar and shows your enthusiasm for the role. Plus, it’s a great way to reiterate your fit for the position.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications that way!
We think you need these skills to ace Head of Customer Transformation
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with customer change initiatives. We want to see how your skills align with our CoE strategy and the specific needs of the role.
Showcase Your Delivery Mindset:In your application, emphasise your hands-on experience in delivering customer initiatives. We’re looking for someone who can demonstrate a strong delivery mindset and how you’ve achieved measurable outcomes in previous roles.
Highlight Stakeholder Management Skills:Don’t forget to mention your experience in managing stakeholders effectively. We value strong communication and prioritisation skills, so share examples of how you've collaborated with Operations, Technology, and Insight teams.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at PRA Group (Nasdaq: PRAA)
✨Know the Customer Change Landscape
Before your interview, dive deep into the current trends and challenges in customer transformation. Understand how the company’s initiatives align with FCA regulations and Consumer Duty expectations. This knowledge will help you demonstrate your expertise and show that you're genuinely interested in the role.
✨Showcase Your Delivery Mindset
Be ready to discuss specific examples from your past experiences where you successfully led customer change initiatives. Highlight your hands-on approach and how you managed risks and dependencies. This will illustrate your strong delivery mindset and ability to drive tangible improvements.
✨Emphasise Stakeholder Management Skills
Prepare to talk about your experience working with various teams, such as Operations and Technology. Share how you’ve built relationships and collaborated effectively to implement changes. This will showcase your ability to navigate complex environments and prioritise stakeholder needs.
✨Demonstrate a Proactive Approach
During the interview, express your proactive strategies for identifying and managing delivery risks. Discuss how you establish practical delivery standards and governance. This will reflect your commitment to ensuring successful outcomes and your capability to enhance customer change processes.
