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/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 elevate 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 London 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 opportunities 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 London
✨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 insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by practising common questions and tailoring your answers to highlight your experience with customer change initiatives. Show them how your skills align with their needs and the CoE strategy.
✨Tip Number 3
Don’t just wait for job postings! Keep an eye on our website and apply directly. Sometimes, the best opportunities come from being proactive and showing your enthusiasm for the role.
✨Tip Number 4
Follow up after interviews with a thank-you note. It’s a simple gesture that shows your appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your interest in the position!
We think you need these skills to ace Head of Customer Transformation in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the specific skills and experiences that align with the Head of Customer Transformation role. Highlight your experience in leading customer change initiatives and how you've successfully delivered measurable outcomes.
Showcase Your Delivery Mindset:We want to see your strong delivery mindset in action! Use examples from your past roles where you’ve taken ownership of projects, managed risks, and ensured successful implementation of changes. This will demonstrate your hands-on approach and accountability.
Highlight Stakeholder Management Skills:Effective communication is key! Share instances where you've worked closely with various teams like Operations, Technology, and Analytics. Show us how you’ve built relationships and prioritised tasks to achieve common goals.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
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 change initiatives. Familiarise yourself with the CoE strategy and how it aligns with market needs. This will help you demonstrate your understanding of the role and how you can contribute to delivering measurable outcomes.
✨Showcase Your Delivery Mindset
Be ready to discuss specific examples from your past experiences where you've successfully led customer or business change initiatives. Highlight your hands-on approach and how you managed risks and dependencies. This will show that you have the strong delivery mindset they’re looking for.
✨Emphasise Stakeholder Management Skills
Prepare to talk about your experience working with various teams, such as Operations, Technology, and Analytics. Share how you’ve built relationships and prioritised tasks to ensure successful change implementation. This will illustrate your ability to collaborate effectively across departments.
✨Understand Compliance and Consumer Duty
Brush up on FCA regulations and Consumer Duty expectations. Be prepared to discuss how you’ve ensured compliance in previous roles and how you plan to uphold these standards in the new position. This knowledge will be crucial in demonstrating your fit for the role.
