Change & AI Specialist

About Salary Finance

Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK. By improving employee financial wellbeing, we have a very real and meaningful impact on people’s lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure.

Your role in our mission

We are looking for a Change & AI Specialist to join our growing centralised Operations Change team. This role sits at the intersection of change management and AI deployment. Two disciplines we’ve deliberately combined, because at Salary Finance, AI is a primary vehicle for operational change, and change management is how AI actually gets adopted. This role will suit someone who thrives in a regulated environment, enjoys practical technical configuration, and takes pride in guiding colleagues through new processes and tools as we evolve our operational ways of working.

What you’ll do

• Lead and manage end-to-end change initiatives across the whole of Operations from Collections, Customer Service, Complaints, and any other operational function.
• Identifying improvement opportunities through implementation and post-change evaluation.
• Configure, test, and deploy AI tools across Operations, including AI triage, AI-driven quality monitoring, and AI-powered contact strategies.
• Build and refine workflows, prompts, decision trees, and escalation rules for operational use cases.
• Manage the end-to-end deployment lifecycle of AI and change initiatives: requirements gathering with function managers and Capability & Quality Leads, configuration, UAT with frontline teams, go-live, and post-deployment monitoring.
• Own and maintain procedural documentation (internal and customer-facing) for the operational areas within scope, ensuring accuracy, control, and compliance with FCA regulations including CONC, CCA, and Consumer Duty.
• Monitor AI performance in production, tracking accuracy, coverage, false positive rates, quality drift, bias, and business impact metrics.
• Continuously optimise configurations based on performance data and frontline feedback.
• Work with the technology team and AI vendors to integrate tools with existing operational systems, telephony, CRM, and data sources.
• Ensuring all AI deployments include clear human escalation paths and appropriate handling for vulnerable customers.
• Manage change communications, ensuring teams across Operations understand what is changing, why, what it means for their role, and what support is available.
• Design and deliver training for frontline teams and managers on new AI tools, processes, and ways of working, developing practical user guides, FAQs, and reference materials.
• Coordinate with Capability & Quality Leads to ensure AI outputs (particularly quality monitoring) are translated into coaching tools rather than compliance checklists.
• Develop strong governance and controls around change and AI activity—including model risk documentation, decision logic, audit trails, and configuration history.
• Provide reporting and insight on AI performance, change progress, and adoption metrics to the Operations Change Manager and wider Leadership Team.
• Stay current with industry trends, regulatory developments, and best practices in change management, operational development, and AI in financial services.

About you

Essentials

• Practical experience deploying or configuring AI, automation, or digital tools in an operational or business context.
• Hands-on experience with at least one of: conversational AI platforms, NLP tools, automated decisioning systems, or AI quality monitoring.
• Operational experience, ideally in consumer credit collections, customer service, or similar, with a focus on process enhancement and continuous improvement.
• Clear understanding of collections and customer operations regulatory frameworks including CONC, CCA, and Consumer Duty.
• Skilled in drafting or updating procedural documentation, workflows, policies, and scripts to an audit-ready standard.
• Strong communication and stakeholder management skills—confident working collaboratively with Operations, Compliance, Risk, Legal, and Tech, and able to build trust and support colleagues through operational changes.
• Strong analytical thinking and ability to work with operational MI to inform strategy and monitor AI performance.
• Comfortable working in an agile, collaborative environment with a commercial mindset.

Nice to haves

• Experience with prompt engineering, LLM configuration, or AI model evaluation.
• Experience leading or coordinating change initiatives including communications, training, and stakeholder management within an FCA-regulated environment.
• Familiarity with SQL or working alongside data analysts to evaluate change impact.
• Previous involvement in systems implementation or digital journey enhancements.
• Formal qualifications in change management (e.g., Prosci, APMG) or project management (e.g., PRINCE2, Agile).
• Experience working with third-party vendors such as DCAs, legal partners, or insolvency practitioners.
• Exposure to debt sale processes, forbearance tooling, or financial hardship strategy design.

Who you are

While we embrace diverse backgrounds and perspectives, we’re united by a shared mindset. We look for team members who live these values every day:

• Take Ownership: We own the entire journey and see outcomes through from start to finish.
• Dig Deeper: We ask why, investigate root causes, and build solutions that last.
• Stronger Together: We choose collaboration, share knowledge freely, and lift each other up.
• Momentum Matters: We act with purpose, remove blockers, and default to action.
• Make a Lasting Impact: We think long-term, put people before numbers, and change the system for good.

What do you get for all your hard work?

• Company bonus scheme.
• 25 days holiday increasing by one day for every year of service up to 30 days, plus a day off for your birthday.
• Hybrid working arrangements so you can work from the office and from home with a budget to help you get set up.
• Generous company benefits to include pension and life assurance and an annual allowance to spend on medical insurance, health cash plan, denplan, gym memberships.
• Enhanced policies that are family and pet friendly, to include company sick pay and peternity leave.
• Great career development in a fast-paced environment.
• Regular company socials.
• Volunteer days as part of our CSR program.
• More great perks to include weekly snacks, tuckshop, cycle to work, help to save and much more!

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is changing people’s lives for the better then we’d love to hear from you.

Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish. If there’s anything we can do to accommodate your specific situation, please let us know.