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. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK’s leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and funding partnerships with JP Morgan and Blue Owl.

Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC’s Responsible Business of Year 2018, included in KPMG’s Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors.

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.