Description Welcome to Moneycorp We're delighted you're interested in being a part of Moneycorp. In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments' ecosystem. With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders. We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations. We're fervent about pursuing our goals, making substantial contributions to the payments industry, and consistently offering unwavering support to our clients at every stage of their journey. Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA. We're restless in our drive to surpass the expectations of our clients and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business. Find out more about Moneycorp's offering, global footprint and capabilities here: About Us moneycorp Your Next Challenge We are seeking a skilled and proactive Cybersecurity Engineer to help safeguard our systems, networks, and data from cyber threats. You will play a key role in designing, implementing, and maintaining security solutions, responding to incidents, and continuously improving our security posture. This role is ideal for someone with a strong technical background and a passion for protecting digital environments. Role Purpose: Embed security-by-design across cloud and IaaS: policy-as-code, Defender for Cloud, IAM hardening, segmentation and CI/CD security. Support PCI DSS and SWIFT CSP controls. Key Responsibilities Security Engineering & Operations Implement Azure Policy and Defender; track compliance posture. Harden Windows/Linux baselines; manage secrets and encryption standards. Integrate SAST/DAST scans; gate CICD with security checks. Provide audit evidence; coordinate secure cost governance Infrastructure & Application Security Collaborate with DevOps and engineering teams to embed security into infrastructure and applications. Support secure configuration management, patching, and hardening of systems. Review code and architecture for security risks and recommend improvements. Threat Detection & Response Analyze threat intelligence and apply findings to improve detection and response capabilities. Develop and maintain incident response playbooks and procedures. Participate in security investigations and forensic analysis when needed. Compliance & Risk Management Ensure systems and processes comply with relevant standards (e.g., ISO 27001, NIST, GDPR, PCI-DSS). Assist with audits, risk assessments, and reporting requirements. Maintain documentation of security controls, policies, and procedures. Person Specification Knowledge and Experience: Proven experience in cybersecurity engineering, security operations, or related roles. Strong understanding of network protocols, operating systems, and cloud platforms (AWS, Azure, GCP). Hands-on experience with security tools such as SIEM, vulnerability scanners, endpoint protection, and firewalls. Excellent problem-solving and communication skills. Please note: This is a full-time, permanent position to work with our Tech team based in our Coventry office. Interested? If the role sounds like you, we invite you to upload a copy of your CV by clicking on the Apply Now button. Fostering a culture of belonging and inclusivity We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network. Like many of our peers, we recognise that fostering inclusivity is an ongoing journey, and we remain steadfast in our commitment to progress. By measuring our efforts through regular assessments and listening to the feedback of our employees, we strive to ensure that our initiatives are impactful and responsive to the evolving needs of our workforce. Together, we want to build a workplace where everyone can bring their authentic selves to work, as we believe this is the foundation of innovation, creativity, and collective success. Connect with us For company news, announcements and market insights, visit our News Hub. You can also find Moneycorp on Facebook, Twitter UK, Twitter Americas, Instagram, and LinkedIn, where you can discover how we are leading the way in global payments and currency risk management.
Nov 09, 2025
Full time
Description Welcome to Moneycorp We're delighted you're interested in being a part of Moneycorp. In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments' ecosystem. With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders. We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations. We're fervent about pursuing our goals, making substantial contributions to the payments industry, and consistently offering unwavering support to our clients at every stage of their journey. Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA. We're restless in our drive to surpass the expectations of our clients and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business. Find out more about Moneycorp's offering, global footprint and capabilities here: About Us moneycorp Your Next Challenge We are seeking a skilled and proactive Cybersecurity Engineer to help safeguard our systems, networks, and data from cyber threats. You will play a key role in designing, implementing, and maintaining security solutions, responding to incidents, and continuously improving our security posture. This role is ideal for someone with a strong technical background and a passion for protecting digital environments. Role Purpose: Embed security-by-design across cloud and IaaS: policy-as-code, Defender for Cloud, IAM hardening, segmentation and CI/CD security. Support PCI DSS and SWIFT CSP controls. Key Responsibilities Security Engineering & Operations Implement Azure Policy and Defender; track compliance posture. Harden Windows/Linux baselines; manage secrets and encryption standards. Integrate SAST/DAST scans; gate CICD with security checks. Provide audit evidence; coordinate secure cost governance Infrastructure & Application Security Collaborate with DevOps and engineering teams to embed security into infrastructure and applications. Support secure configuration management, patching, and hardening of systems. Review code and architecture for security risks and recommend improvements. Threat Detection & Response Analyze threat intelligence and apply findings to improve detection and response capabilities. Develop and maintain incident response playbooks and procedures. Participate in security investigations and forensic analysis when needed. Compliance & Risk Management Ensure systems and processes comply with relevant standards (e.g., ISO 27001, NIST, GDPR, PCI-DSS). Assist with audits, risk assessments, and reporting requirements. Maintain documentation of security controls, policies, and procedures. Person Specification Knowledge and Experience: Proven experience in cybersecurity engineering, security operations, or related roles. Strong understanding of network protocols, operating systems, and cloud platforms (AWS, Azure, GCP). Hands-on experience with security tools such as SIEM, vulnerability scanners, endpoint protection, and firewalls. Excellent problem-solving and communication skills. Please note: This is a full-time, permanent position to work with our Tech team based in our Coventry office. Interested? If the role sounds like you, we invite you to upload a copy of your CV by clicking on the Apply Now button. Fostering a culture of belonging and inclusivity We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network. Like many of our peers, we recognise that fostering inclusivity is an ongoing journey, and we remain steadfast in our commitment to progress. By measuring our efforts through regular assessments and listening to the feedback of our employees, we strive to ensure that our initiatives are impactful and responsive to the evolving needs of our workforce. Together, we want to build a workplace where everyone can bring their authentic selves to work, as we believe this is the foundation of innovation, creativity, and collective success. Connect with us For company news, announcements and market insights, visit our News Hub. You can also find Moneycorp on Facebook, Twitter UK, Twitter Americas, Instagram, and LinkedIn, where you can discover how we are leading the way in global payments and currency risk management.
Description Welcome to Moneycorp. We're delighted you're interested in being a part of Moneycorp. In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments' ecosystem. With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders. We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations. Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA. We're restless in our drive to surpass the expectations of our clients and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business. Find out more about Moneycorp's offering, global footprint and capabilities here: About Us moneycorp Your Next Challenge We are seeking an experienced Cloud Solution Architect (Contractor) to lead the design and delivery of Microsoft Azure solutions across our global operations, with a focus on EMEA and APAC. This role is critical to the success of our cloud transformation programme and requires a seasoned professional who can take full architectural ownership of Azure-based initiatives. You will be responsible for translating business and technical requirements into secure, scalable, and cost-effective cloud architectures. Working closely with internal teams and external partners, you will ensure that solutions are aligned with enterprise strategy, regulatory obligations, and operational resilience standards. This is a delivery-focused role with clear accountability for architectural decisions, documentation, and stakeholder engagement. The successful candidate will be expected to operate with autonomy, pace, and precision. Key Responsibilities Architectural Accountability Own the end-to-end architecture of Azure solutions, ensuring alignment with enterprise strategy and compliance requirements. Define and enforce architectural standards, patterns, and governance frameworks. Lead architecture reviews and provide expert guidance throughout the solution lifecycle. Solution Design & Delivery Design and document Azure solutions that meet business, technical, and regulatory needs. Collaborate with engineering, infrastructure, and cybersecurity teams to ensure successful implementation. Ensure traceability of architectural decisions and maintain high-quality documentation. Cloud Strategy Execution Support the execution of the Azure cloud strategy and roadmap. Identify opportunities for innovation and improvement using Azure-native services. Security & Compliance Ensure solutions meet internal security policies and external regulatory standards (e.g., GDPR, FCA). Implement controls using Azure Policy, Defender for Cloud, and RBAC. Provide architectural input into audit and risk management processes. Operational Excellence Monitor and optimise Azure environments for performance, reliability, and cost. Drive automation and Infrastructure-as-Code adoption (ARM, Bicep, Terraform). Lead initiatives to reduce technical debt and improve cloud maturity Stakeholder Engagement Act as the architectural point of contact for Azure-related initiatives. Communicate effectively with technical and non-technical stakeholders. Influence decision-making and promote architectural best practices. Person Specification Essential Proven experience in Azure cloud architecture within financial services or other regulated industries. Strong understanding of Azure services including networking, identity, compute, storage, and security. Demonstrated ownership of architectural decisions and solution delivery. Experience with hybrid cloud environments and legacy integration. Proficiency in Infrastructure-as-Code (ARM, Bicep, Terraform) and Azure DevOps. Desirable Familiarity with regulatory frameworks (e.g., FCA, GDPR). Experience working in a multi-region enterprise environment. Strong stakeholder management and communication skills. Location and Hours of Work Location: London, UK (Hybrid working available) Contract Type: Day-rate contract via approved vendor or umbrella Duration: Initial 6 months, with potential for extension Hours: 40 hours per week, Monday to Friday between 07:00 and 18:00 Start Date: ASAP Rate: Competitive, based on experience and market benchmarks Note This is a contract role. The responsibilities and expectations outlined above reflect the scope of work required during the engagement. The Company reserves the right to amend the scope based on evolving business needs Interested? If the role sounds like you, we invite you to upload a copy of your CV by clicking on the Apply Now button Fostering a Culture of Belonging and Inclusivity We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network. Like many of our peers, we recognise that fostering inclusivity is an ongoing journey, and we remain steadfast in our commitment to progress. By measuring our efforts through regular assessments and listening to the feedback of our employees, we strive to ensure that our initiatives are impactful and responsive to the evolving needs of our workforce. Together, we want to build a workplace where everyone can bring their authentic selves to work, as we believe this is the foundation of innovation, creativity, and collective success. Connect with us For company news, announcements and market insights, visit our News Hub. You can also find Moneycorp on Facebook, Twitter UK, Twitter Americas, Instagram, LinkedIn, where you can discover how we are leading the way in global payments and currency risk management.
Nov 09, 2025
Full time
Description Welcome to Moneycorp. We're delighted you're interested in being a part of Moneycorp. In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments' ecosystem. With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders. We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations. Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA. We're restless in our drive to surpass the expectations of our clients and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business. Find out more about Moneycorp's offering, global footprint and capabilities here: About Us moneycorp Your Next Challenge We are seeking an experienced Cloud Solution Architect (Contractor) to lead the design and delivery of Microsoft Azure solutions across our global operations, with a focus on EMEA and APAC. This role is critical to the success of our cloud transformation programme and requires a seasoned professional who can take full architectural ownership of Azure-based initiatives. You will be responsible for translating business and technical requirements into secure, scalable, and cost-effective cloud architectures. Working closely with internal teams and external partners, you will ensure that solutions are aligned with enterprise strategy, regulatory obligations, and operational resilience standards. This is a delivery-focused role with clear accountability for architectural decisions, documentation, and stakeholder engagement. The successful candidate will be expected to operate with autonomy, pace, and precision. Key Responsibilities Architectural Accountability Own the end-to-end architecture of Azure solutions, ensuring alignment with enterprise strategy and compliance requirements. Define and enforce architectural standards, patterns, and governance frameworks. Lead architecture reviews and provide expert guidance throughout the solution lifecycle. Solution Design & Delivery Design and document Azure solutions that meet business, technical, and regulatory needs. Collaborate with engineering, infrastructure, and cybersecurity teams to ensure successful implementation. Ensure traceability of architectural decisions and maintain high-quality documentation. Cloud Strategy Execution Support the execution of the Azure cloud strategy and roadmap. Identify opportunities for innovation and improvement using Azure-native services. Security & Compliance Ensure solutions meet internal security policies and external regulatory standards (e.g., GDPR, FCA). Implement controls using Azure Policy, Defender for Cloud, and RBAC. Provide architectural input into audit and risk management processes. Operational Excellence Monitor and optimise Azure environments for performance, reliability, and cost. Drive automation and Infrastructure-as-Code adoption (ARM, Bicep, Terraform). Lead initiatives to reduce technical debt and improve cloud maturity Stakeholder Engagement Act as the architectural point of contact for Azure-related initiatives. Communicate effectively with technical and non-technical stakeholders. Influence decision-making and promote architectural best practices. Person Specification Essential Proven experience in Azure cloud architecture within financial services or other regulated industries. Strong understanding of Azure services including networking, identity, compute, storage, and security. Demonstrated ownership of architectural decisions and solution delivery. Experience with hybrid cloud environments and legacy integration. Proficiency in Infrastructure-as-Code (ARM, Bicep, Terraform) and Azure DevOps. Desirable Familiarity with regulatory frameworks (e.g., FCA, GDPR). Experience working in a multi-region enterprise environment. Strong stakeholder management and communication skills. Location and Hours of Work Location: London, UK (Hybrid working available) Contract Type: Day-rate contract via approved vendor or umbrella Duration: Initial 6 months, with potential for extension Hours: 40 hours per week, Monday to Friday between 07:00 and 18:00 Start Date: ASAP Rate: Competitive, based on experience and market benchmarks Note This is a contract role. The responsibilities and expectations outlined above reflect the scope of work required during the engagement. The Company reserves the right to amend the scope based on evolving business needs Interested? If the role sounds like you, we invite you to upload a copy of your CV by clicking on the Apply Now button Fostering a Culture of Belonging and Inclusivity We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network. Like many of our peers, we recognise that fostering inclusivity is an ongoing journey, and we remain steadfast in our commitment to progress. By measuring our efforts through regular assessments and listening to the feedback of our employees, we strive to ensure that our initiatives are impactful and responsive to the evolving needs of our workforce. Together, we want to build a workplace where everyone can bring their authentic selves to work, as we believe this is the foundation of innovation, creativity, and collective success. Connect with us For company news, announcements and market insights, visit our News Hub. You can also find Moneycorp on Facebook, Twitter UK, Twitter Americas, Instagram, LinkedIn, where you can discover how we are leading the way in global payments and currency risk management.
Description Welcome to Moneycorp. We're delighted you're interested in being a part of Moneycorp. In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments' ecosystem. With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders. We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations. We're fervent about pursuing our goals, making substantial contributions to the payments industry, and consistently offering unwavering support to our clients at every stage of their journey. Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA. We're restless in our drive to surpass the expectations of our clients and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business. Find out more about Moneycorp's offering, global footprint and capabilities here. Your Next Challenge As the Group Head of Client Experience, you will lead the strategic development and operational delivery of our global Client Experience (CX) programme. You will own the frameworks, systems, and governance that ensure the voice of the client is embedded across the organisation, driving measurable commercial impact and continuous improvement. This role is responsible for the design and execution of CX strategy aligned to group objectives, including the development of insight-led processes that proactively prevent client issues and enhance satisfaction. You will lead the implementation of performance frameworks that measure CX investment, operational effectiveness, and return on experience across all client touchpoints. You will also be accountable for the governance of the CX programme at EXCO level, ensuring consistent reporting, action planning, and stakeholder engagement. This includes translating client feedback into actionable insights that inform product, service, and operational decisions, and establishing clear links between CX outcomes and business performance metrics such as retention, revenue growth, and profitability. The successful candidate will have deep expertise in client insight, experience design, and stakeholder influence. You will be familiar with CX measurement tools, journey mapping, CRM platforms (e.g., Microsoft D365), and data analytics. This is a unique opportunity to shape a high-impact CX programme within a fast-paced, agile organisation, and to champion a client-first culture across the group. Key Responsibilities Develop and implement a comprehensive client insights strategy aligned with company goals. Conduct client analytics to identify trends and behaviours that inform business strategies. Build and maintain analytics systems to monitor client behaviour and calculate lifetime value. Partner with data science teams to extract and analyse insights across systems. Develop predictive analytics to anticipate client needs and enable proactive service delivery. Utilise tools like Qualtrics and other technologies to capture and analyse feedback. Innovate in methods to assess and capture client feedback using emerging technologies. Experience Design & Journey Optimisation Lead end-to-end client journey mapping and apply service design principles to eliminate friction. Monitor the client journey to understand and enhance the client lifecycle. Champion service design principles to reimagine journeys and reduce failure demand. Design and implement scalable systems that improve first-contact resolution. Collaborate with cross-functional teams to ensure a seamless experience across all touchpoints. CX Governance & Strategic Leadership Define and track CX KPIs linked to revenue, retention, cost-to-serve, and lifetime value. Implement and monitor KPIs to measure effectiveness of insights initiatives. Build business cases for CX investment, demonstrating ROI and strategic value. Own CX commercial metrics including cost-to-serve, retention rate, and customer lifetime value. Benchmark CX performance against industry standards and best-in-class organisations. Culture & Capability Building Lead and manage the client insights team, providing guidance and development. Lead internal engagement programmes to embed client-centricity across departments. Owning 'Close-The-Loop' process to ensure satisfactory resolution of all client concerns. Lead CX Committee to review survey insights, identify themes of opportunity, implement action plans with cross-business stakeholders and measure impact to KPIs based on continuous improvement approach. Drive continuous improvement by staying informed on CX best practices and trends. Manage the budget for client insights initiatives and ensure efficient resource allocation. Lead cross-functional CX immersion programmes to connect employees with real customer stories. Person Specification Proven experience in a strategy, analytics, client insights or customer research role, with a track record of successfully navigating complex organisations Passion for delivering exceptional customer insights and a deep understanding of client needs and expectations Strong analytical skills and the ability to build and interpret client data and feedback systems Experience with client insights management tools, and analytics and reporting Experience in calculating and monitoring client lifetime value Innovative mindset with the ability to leverage new technologies and methodologies for capturing client feedback Data science skills or the ability to effectively partner with data science teams Meticulous attention to detail and a passion for continuous improvement. Innovative and creative thinker with a logical and methodical approach to problem-solving. Ability to manage multiple projects and priorities in a fast-paced, agile environment. Proficiency in Excel, Word, and PowerPoint for reporting, analysis, and stakeholder presentations. Familiarity with CX platforms (e.g., Qualtrics, CRM systems). Bachelor's degree in Business, Economics, Marketing, Data Science, or a related field (Master's degree preferred) Experience in financial services or other regulated industries is highly desirable. This position is full-time, permanent. The role is expected to be office-based in London as part of Group Marketing Team. However, we have an agile flexible working policy which enables you to work up to 2 days from home if desired. Fostering a culture of belonging and inclusivity We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network.
Nov 07, 2025
Full time
Description Welcome to Moneycorp. We're delighted you're interested in being a part of Moneycorp. In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments' ecosystem. With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders. We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations. We're fervent about pursuing our goals, making substantial contributions to the payments industry, and consistently offering unwavering support to our clients at every stage of their journey. Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA. We're restless in our drive to surpass the expectations of our clients and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business. Find out more about Moneycorp's offering, global footprint and capabilities here. Your Next Challenge As the Group Head of Client Experience, you will lead the strategic development and operational delivery of our global Client Experience (CX) programme. You will own the frameworks, systems, and governance that ensure the voice of the client is embedded across the organisation, driving measurable commercial impact and continuous improvement. This role is responsible for the design and execution of CX strategy aligned to group objectives, including the development of insight-led processes that proactively prevent client issues and enhance satisfaction. You will lead the implementation of performance frameworks that measure CX investment, operational effectiveness, and return on experience across all client touchpoints. You will also be accountable for the governance of the CX programme at EXCO level, ensuring consistent reporting, action planning, and stakeholder engagement. This includes translating client feedback into actionable insights that inform product, service, and operational decisions, and establishing clear links between CX outcomes and business performance metrics such as retention, revenue growth, and profitability. The successful candidate will have deep expertise in client insight, experience design, and stakeholder influence. You will be familiar with CX measurement tools, journey mapping, CRM platforms (e.g., Microsoft D365), and data analytics. This is a unique opportunity to shape a high-impact CX programme within a fast-paced, agile organisation, and to champion a client-first culture across the group. Key Responsibilities Develop and implement a comprehensive client insights strategy aligned with company goals. Conduct client analytics to identify trends and behaviours that inform business strategies. Build and maintain analytics systems to monitor client behaviour and calculate lifetime value. Partner with data science teams to extract and analyse insights across systems. Develop predictive analytics to anticipate client needs and enable proactive service delivery. Utilise tools like Qualtrics and other technologies to capture and analyse feedback. Innovate in methods to assess and capture client feedback using emerging technologies. Experience Design & Journey Optimisation Lead end-to-end client journey mapping and apply service design principles to eliminate friction. Monitor the client journey to understand and enhance the client lifecycle. Champion service design principles to reimagine journeys and reduce failure demand. Design and implement scalable systems that improve first-contact resolution. Collaborate with cross-functional teams to ensure a seamless experience across all touchpoints. CX Governance & Strategic Leadership Define and track CX KPIs linked to revenue, retention, cost-to-serve, and lifetime value. Implement and monitor KPIs to measure effectiveness of insights initiatives. Build business cases for CX investment, demonstrating ROI and strategic value. Own CX commercial metrics including cost-to-serve, retention rate, and customer lifetime value. Benchmark CX performance against industry standards and best-in-class organisations. Culture & Capability Building Lead and manage the client insights team, providing guidance and development. Lead internal engagement programmes to embed client-centricity across departments. Owning 'Close-The-Loop' process to ensure satisfactory resolution of all client concerns. Lead CX Committee to review survey insights, identify themes of opportunity, implement action plans with cross-business stakeholders and measure impact to KPIs based on continuous improvement approach. Drive continuous improvement by staying informed on CX best practices and trends. Manage the budget for client insights initiatives and ensure efficient resource allocation. Lead cross-functional CX immersion programmes to connect employees with real customer stories. Person Specification Proven experience in a strategy, analytics, client insights or customer research role, with a track record of successfully navigating complex organisations Passion for delivering exceptional customer insights and a deep understanding of client needs and expectations Strong analytical skills and the ability to build and interpret client data and feedback systems Experience with client insights management tools, and analytics and reporting Experience in calculating and monitoring client lifetime value Innovative mindset with the ability to leverage new technologies and methodologies for capturing client feedback Data science skills or the ability to effectively partner with data science teams Meticulous attention to detail and a passion for continuous improvement. Innovative and creative thinker with a logical and methodical approach to problem-solving. Ability to manage multiple projects and priorities in a fast-paced, agile environment. Proficiency in Excel, Word, and PowerPoint for reporting, analysis, and stakeholder presentations. Familiarity with CX platforms (e.g., Qualtrics, CRM systems). Bachelor's degree in Business, Economics, Marketing, Data Science, or a related field (Master's degree preferred) Experience in financial services or other regulated industries is highly desirable. This position is full-time, permanent. The role is expected to be office-based in London as part of Group Marketing Team. However, we have an agile flexible working policy which enables you to work up to 2 days from home if desired. Fostering a culture of belonging and inclusivity We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network.