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 dynamic work environment.
- Other info: Opportunity to grow your career in a collaborative and innovative setting.
- Why this job: Make a real impact by transforming customer experiences and driving positive change.
- Qualifications: Experience in leading customer 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 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
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 in Kilmarnock 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 environment, we prioritise employee well-being and provide a supportive atmosphere that encourages creativity and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Transformation in Kilmarnock
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer transformation initiatives and think about how your experience aligns with their goals. This will help you stand out as a candidate who gets it!
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills can lead to tangible improvements in customer outcomes. Use specific examples from your past experiences to show you mean business.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Customer Transformation in Kilmarnock
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading 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 approach to delivering change. We’re looking for someone who can not only plan but also execute effectively, so share examples of how you've achieved measurable outcomes in previous roles.
Highlight Stakeholder Management Skills:Don’t forget to mention your experience in managing stakeholders across different teams. We value collaboration, so let us know how you’ve successfully worked with Operations, Technology, and Analytics to drive customer initiatives.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on 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 Centre of Excellence (CoE) strategy aligns with market needs. This knowledge will help you demonstrate your expertise and show that you're ready to lead change initiatives effectively.
✨Showcase Your Delivery Mindset
Be prepared to discuss specific examples from your past experiences where you successfully led customer change initiatives. Highlight your hands-on approach and how you managed to deliver measurable outcomes. This will illustrate your strong delivery mindset and ability to operate effectively in a regulated environment.
✨Emphasise Stakeholder Management Skills
Since this role involves working closely with various teams like Operations and Technology, be ready to talk about your stakeholder management strategies. Share instances where you prioritised tasks and built strong relationships to ensure successful change implementation. This will show that you can navigate complex environments and drive collaboration.
✨Prepare for Compliance Conversations
Given the importance of compliance in this role, brush up on FCA regulations and Consumer Duty expectations. Be ready to discuss how you've ensured compliance in previous projects and how you plan to uphold these standards in future initiatives. This will demonstrate your commitment to ethical practices and governance.
