Service Transformation Lead

Join us in shaping the future of customer service! We're looking for a strategic leader to drive our UK Customer Service Transformation as part of our Strategy Execution plan. In this role, you will identify, shape, and lead initiatives that improve how we serve our customers, introducing process, system, and technology changes to boost efficiency and effectiveness. You will set clear strategic plans with defined milestones, lead delivery, and collaborate with stakeholders across the business. Success means delivering measurable improvements in customer self-service, leveraging new technologies, enhancing quality, and using data insights to optimize operations., Strategic Planning & Governance

• Develop strategic and annual plans for service transformation with clear benefit cases and secure stakeholder sign-off.
• Define and report on KPIs to demonstrate business benefits achieved.
• Prepare progress reports and attend governance meetings in line with our Strategic Execution Delivery framework.
• Ensure adherence to agreed governance processes by liaising with stakeholders and project teams.

Delivery & Execution

• Lead and execute the delivery of transformation initiatives, meeting timelines and milestones.
• Implement process, system, and technology changes effectively to improve operational efficiency and customer experience.

Stakeholder Engagement & Communication

• Collaborate with stakeholders to shape initiatives and secure buy-in.
• Communicate progress, risks, and achievements clearly to senior leadership and project teams.

• Proven experience in shaping and delivering service transformation programmes within customer service environments.
• Familiarity with the latest technologies and best practices for service efficiency and customer experience.
• Strong understanding of implementing technological or systems changes (e.g., live chat, speech analytics, AI tools) and when to leverage them.
• Ability to influence and engage stakeholders at all levels to drive transformation.
• Skilled in creating business cases that balance cost and expected benefits.
• Excellent written and verbal communication skills.
• Experience producing status reports, presentations, and metrics.
• Highly self-motivated, organised, and able to manage multiple priorities.
• Strong analytical and critical thinking skills with a problem-solving mindset.
• Innovative, resilient, and open to challenges.
• Proficient in MS Office (Word, Excel, PowerPoint, Teams, Outlook).
• Solid experience in project management and delivery.

• Competitive Salary - Up to £80,000 per annum, based on experience and skills.
• Discretionary Annual Bonus - Rewarded based on your performance and company success.
• Flexible Start Times - Supporting your work-life balance.
• Generous Leave - 28 days annual holiday plus bank holidays, with the option to purchase additional days.
• Life Assurance - Coverage of 4x your pensionable earnings for peace of mind.
• Pension Scheme - Contributory plan to help you invest in your future.
• Day of Caring - One paid day per year to support a charity of your choice.
• Wellbeing Support - Access to our Employee Assistance Programme for confidential help and guidance.
• Cycle to Work Scheme - Encouraging healthy and sustainable commuting.

Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. What we do We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley.