At a Glance
- Tasks: Lead customer operations and drive innovative service solutions for a fintech company.
- Company: Smart, a pioneering financial technology firm transforming retirement and savings.
- Benefits: Generous holiday, training budget, private healthcare, and wellness perks.
- Other info: Join a diverse team committed to inclusivity and continuous improvement.
- Why this job: Make a real impact in a dynamic environment focused on customer experience and innovation.
- Qualifications: Experience in senior leadership within fintech and a passion for customer-centric solutions.
The predicted salary is between 80000 - 100000 € per year.
At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.
We are seeking a dynamic, results-driven Director to lead the execution of our operational growth strategy and oversee day-to-day customer operations. This role is pivotal in transforming the operating model, leveraging technology to enhance service experience and drive operational efficiency. Demand management, streamlined workflows, ensuring customers are supported through the most effective and appropriate channels. You will develop customer solutions aligned with business strategy, market opportunities and regulatory change. A key focus will be delivering effective customer segmentation, enabling differentiated solutions across client and member groups to increase engagement, retention, and revenue. You will be accountable for customer centric leadership, driving operational performance, and delivering change to the service proposition and standards. The role plays a critical part in creating and delivering commercial value through service innovation, ensuring strong customer outcomes.
Responsibilities:
- Lead execution of the operational growth strategy, translating business objectives into scalable customer operations.
- Drive revenue growth through improved customer engagement, cross-sell/upsell strategies, and service innovation.
- Shape and evolve the operating model to support rapid growth, innovation, and regulatory compliance.
- Embed a continuous improvement cycle that systematically monitors outcomes, correlates performance data, and translates those insights into iterative enhancements.
- Oversee end to end customer operations, ensuring seamless, high-quality service delivery across all channels.
- Drive digital and process transformation initiatives, leveraging technology (e.g. automation, AI, self-service) to enhance efficiency and experience.
- Develop and implement customer segmentation strategies to deliver differentiation across client/member groups.
- Design scalable service propositions tailored to varying customer needs, value tiers, and risk profiles.
- Partner with Proposition and Keystone Technology teams to design and deliver customer-centric solutions.
- Align service offerings with market opportunities, competitive positioning, and emerging customer expectations.
- Establish robust MI (management information) and reporting frameworks.
- Build, lead, and develop high-performing teams across customer operations and service functions.
- Foster a culture of accountability, innovation, and continuous improvement.
- Collaborate with senior leadership and cross-functional teams to align on priorities and deliver strategic initiatives.
Who We Are Looking For:
- Proven experience in a senior leadership role within fintech, financial services, or a high-growth digital operation.
- Track record of leading and scaling customer operations.
- Proven success in transforming operating models, driving efficiency, and improving customer experience through technology and process optimisation (application of automation, AI).
- Deep understanding of customer operations, demand management, service design, and customer journey optimisation.
- Strong commercial mindset with evidence of driving revenue, improving retention, and reducing cost to serve.
- Ability to balance customer outcomes with business performance.
- Experience working in agile environments and managing product roadmap.
- Solid understanding of DC pensions, familiarity with the competitive landscape, and emerging technologies.
At Smart, we are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work. We believe that diverse perspectives help us lead the way in transforming retirement, savings and financial wellbeing. We welcome differences in background, experience, thinking, and identity, and we recognise that innovation is strongest when it is built on inclusion and fairness. We encourage applications from people of all backgrounds and experiences and do not discriminate on the basis of any protected characteristic.
If you require any reasonable adjustments during the recruitment process or in the workplace, we encourage you to let us know - we are committed to supporting you.
Director of Customer Services in London employer: smart.co
At Smart, we pride ourselves on being an exceptional employer that champions innovation and customer-centricity in the fintech sector. Our vibrant work culture fosters collaboration and continuous improvement, while our commitment to employee growth is evident through generous benefits like a £500 annual training budget, extensive healthcare, and a fully-paid five-week sabbatical after five years. Located in a dynamic environment, we empower our team to make a meaningful impact on financial wellbeing across generations, ensuring that every day at Smart feels rewarding and worthwhile.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Services in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the fintech and financial services sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your achievements in customer operations and service innovation. When you get the chance to chat with potential employers, share these examples to demonstrate how you can drive revenue growth and improve customer engagement.
✨Tip Number 3
Be proactive! Don’t just wait for job postings to pop up. Reach out directly to companies you admire, like Smart, and express your interest in working with them. Tailor your message to show how your experience aligns with their mission and values.
✨Tip Number 4
Prepare for interviews by researching the company’s culture and recent projects. Be ready to discuss how you can contribute to their operational growth strategy and enhance customer experience. And remember, we love a ‘can do’ attitude, so let that shine through!
We think you need these skills to ace Director of Customer Services 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 mentioned in the job description. We want to see how your background aligns with our mission and the role of Director of Customer Services.
Showcase Your Achievements:Highlight your past successes in customer operations and any innovative solutions you've implemented. We love seeing concrete examples of how you've driven revenue growth or improved customer engagement in previous roles.
Be Authentic:Let your personality shine through in your application. We value a 'can do' attitude and want to get a sense of who you are beyond just your qualifications. Don’t be afraid to share your passion for transforming customer experiences!
Apply Through Our Website:For the best chance of success, make sure to submit your application through our website. This way, we can easily track your application and ensure it gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at smart.co
✨Know Your Stuff
Before the interview, dive deep into Smart's mission and values. Understand how they transform retirement and financial wellbeing. Be ready to discuss how your experience aligns with their goals, especially in customer operations and service innovation.
✨Showcase Your Leadership Skills
As a Director of Customer Services, you'll need to demonstrate your leadership prowess. Prepare examples of how you've successfully led teams, driven operational efficiency, and implemented technology solutions in previous roles. Highlight your ability to foster a culture of accountability and continuous improvement.
✨Be Data-Driven
Smart values data-driven decision-making. Familiarise yourself with key performance indicators relevant to customer operations. Be prepared to discuss how you've used data to enhance customer experiences, drive revenue growth, and optimise service delivery in past positions.
✨Engage with Questions
Interviews are a two-way street! Prepare thoughtful questions about Smart's current challenges in customer service and their future strategies. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
