[Hiring] Change & Continuous Improvement Partner @Referrals Only

Role Description

The Change & Continuous Improvement wealth team is the bridge between our Product and Operations teams and keeps us agile, efficient, and always evolving. You'll be at the heart of transformation: shaping how change lands across our Customer Operations teams, creating magical customer journeys, removing friction from processes, and empowering our teams to deliver better, faster, and more confidently. This isn’t just about fixing what’s broken — it's about making good things even better.

• Work alongside another Change & Continuous Improvement Partner to deliver squad and operational changes.
• Responsible for ensuring the delivery of fast moving projects, from process redesign to product launches.
• Support the product & operations team to unblock challenges and drive pace while ensuring alignment to strategic goals.
• Ensure Customer Ops processes and workflows are maintained and work seamlessly and lead on plans to implement change and improvements where necessary.
• Drive a culture of proactivity, continuous improvement and innovative change through your direct team and a wider group of stakeholders.
• Lead collaboration with the stakeholders across Product, Ops, Risk and Customer Ops to ensure change and transformation is landed and embedded effectively within the domain.
• Track the impact of change and improvements through KPIs, metrics and feedback loops. Identify and communicate emerging trends, opportunities and response plans.
• Provide oversight, development and delivery of Customer Ops readiness plans and principles.
• Oversee the maintenance and development of our operational guidance and processes to ensure they accurately reflect our policies, standards and procedures. Ensure help articles and other customer facing materials remain current.
• Maintain documentation for service level agreements and hard deadlines for all operational tasks; propose changes as required via governance routines.
• Own real-time feedback loops with our teams who are speaking to our customers to gain a deep understanding of the Customer and Customer Ops experience.
• Creating and maintaining our operational guidance and processes to ensure they accurately reflect our policies, standards and procedures. Ensuring help articles and other customer facing materials remain current.
• Fostering continuous improvement, supporting magical customer journeys by proactively identifying opportunities for improvement and leading on maintenance and plans to implement change.
• Track the impact of change and improvements through KPIs, metrics and feedback loops.
• Analyse data sources to identify operational pain points and to streamline workflows and processes.
• Support the operation with low/medium operational incidents which have a customer or process impact.

Qualifications

• Strong subject matter expertise of Wealth or Change product experience and/or experience driving change in high growth, cross functional environments.
• A delivery mindset. You know how to break work down, prioritise effectively, and keep yourself focused on value.
• Understanding of how regulatory frameworks can influence operational change and design.
• Able to interpret and use data (operational, qualitative, and quantitative) to identify problems, measure improvements, and support strategic decision-making.
• Confidence in managing stakeholder relationships and navigating ambiguity. You bring structure and calm to fast-moving situations.
• Proven track record of end to end project delivery and experience in leading through change would be advantageous but not essential.
• Ability to build and maintain strong relationships with key stakeholders.
• Comfortable and energised by ambiguity and a proactive problem solver with a bias for action.
• Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice.
• Fluency in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes.

Benefits

• £40,400 - £54,600 + Incentive Awards tied to your performance.
• £1,000 learning budget each year to use on books, training courses and conferences.
• We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
• Plus lots more!

Application Process

The application journey has 3 key steps:

• Application stage
• Recruiter call (30 mins)
• Technical interview (60 minutes)

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!