Hanover
Head of Client Service Transformation – 12-month FTC
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Hanover are exclusively retained on a senior fixed-term contract opportunity for an experienced client/customer service transformation leader within a regulated financial services environment.
This is an initial 12-month fixed-term contract, focused on bringing together and transforming the client/customer function across two existing business areas. The mandate is broad: improve end-to-end client journeys, create consistency across service channels, strengthen operational discipline, and deliver measurable improvements in customer outcomes.
The successful candidate will have a strong track record of leading multi-channel customer or client service operations at scale, with clear evidence of improving customer journeys, reducing friction, embedding robust MI and governance, and driving continuous improvement across people, process, and technology.
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Experience in regulated financial services is essential, ideally with exposure to Consumer Duty, complaints, vulnerable customers, operational risk, and service transformation. You will need to be comfortable operating at pace, influencing senior stakeholders, and translating insight into practical service improvements that deliver better outcomes for customers and the business.
This would suit an individual who can quickly assess the current landscape, bring teams together around a clear target operating model, and leave behind a more joined-up, data-led, and customer-centric client function.
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Key experience required:
- Senior leadership of customer/client service, operations, or transformation within regulated financial services
- Evidence of improving end-to-end customer or client journeys across multiple channels
- Experience bringing together teams, processes, or service models across different business areas
- Strong understanding of MI, service performance, complaints, risk controls, and continuous improvement
- Ability to influence senior stakeholders and deliver change in a complex environment
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