Transfers Customer Experience Specialist

Baringa

ABOUT BARINGA  Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation. Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms. OUR CUSTOMER PRACTICE ARE LOOKING FOR A VISIONARY CUSTOMER EXPERIENCE SENIOR MANAGER TO JOIN THE TEAM.  Customer experience is evolving rapidly, with rising expectations, advancing technologies, and a focus on delivering measurable business benefits through differentiated experiences. Our passionate team drives meaningful improvements by working end-to-end—from strategy and customer needs analysis to designing and delivering impactful products and services. With expertise in business, technology, and AI, we lead the way in driving transformational change. We’re seeking experienced management consultants with a proven track record of delivering customer experience transformations across all industries. Candidates must demonstrate experience working with the technologies that underpin outstanding customer experiences—such as large customer engagement platforms, customer data platforms, and customer contact technologies, including advanced AI solutions. Beyond having a strong perspective, you should have directly implemented these innovations to achieve significant customer and business impact. You will be involved in helping clients transform into a customer-centric organisation and delivering a world class customer experience. We are looking for you, if you are passionate about: * Customer Experience Strategy & Design: Understanding the clients’ customer journeys, defining the vision, designing the guardrails, and prioritizing the programme improvement opportunities. Leveraging emerging and market leading AI solutions to drive enhanced customer, employee, and user experiences. * Reimagining Service: Helping clients reimagine their perception of the contact centre from a cost-sink to a value-add function. Designing and delivering new channels, automation, Contact Centre as a Service technology (CCaaS), AI, and improved routing / IVR.   WHAT YOU WILL BE DOING This is a leadership role in our Customer team. We are looking for a leader who is comfortable shaping, leading, and delivering work across the customer lifecycle. As part of our customer leadership team, you should be able to successfully demonstrate the ability to identify and capitalize on areas of opportunity that could result in sales. While first-hand experience in selling professional services within the customer domain is desirable, what is essential is your capability to spot and pursue opportunities for growth and business development. we expect you to be able to successfully demonstrate:  * True thought leadership with deep expertise in emerging technology and customer experience, maintaining market eminence through client engagements and industry events, whilst leveraging this knowledge to enhance client work and go-to-market proposition. * A proven team builder with a track record of nurturing talent, growing teams, and inspiring future leaders. * Skilled in driving growth in Customer work through collaboration, leading proposals, sharing insights, and leveraging networks to boost sales and business development. * Experienced in selling and delivering customer-focused transformation programmes, blending Design and Delivery to achieve exceptional outcomes. We are also looking for a leader with a depth of experience in Customer Service. Areas we are particularly interested in are: * Proven expertise in shaping and delivering future-focused customer service solutions, with management consultancy experience. * Experience in selling professional services within the customer domain is desirable * Demonstrated success in delivering innovative customer service programmes, applying technology in contact centres and digital channels, ensuring user adoption, and managing complex change initiatives.   YOUR SKILLS AND EXPERIENCE * Leadership experience in Customer Experience and Customer Service, with expertise in Agile methodologies. * Skilled in team leadership, capability building, and engaging with senior stakeholders, including C-suite and Board level executives. * Shaping and delivering end-to-end Customer Transformation Programmes, from strategy to execution * Strong knowledge of technology and channel, including Contact Centre, Digital, Cloud/CCaaS, and emerging technologies to drive transformative customer experiences. * Broad commercial acumen with exposure to professional services work desirable but not essential     WHAT A CAREER AT BARINGA WILL GIVE YOU  PUTTING PEOPLE FIRST. BARINGA IS A PEOPLE FIRST COMPANY AND WELLBEING IS AT THE FOREFRONT OF OUR CULTURE. WE RECOGNISE THE IMPORTANCE OF WORK-LIFE BALANCE AND FLEXIBLE WORKING AND PROVIDE OUR STAFF AMAZING BENEFITS. SOME OF THESE BENEFITS INCLUDE:  * Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.  * Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.  * Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.  * Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.  * Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.  DIVERSITY AND INCLUSION We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.  AN AWARD-WINNING WORKPLACE You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this.  USING BUSINESS AS A FORCE FOR GOOD.  We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.  We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.   JOIN US All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.   BARINGA PRIVACY NOTICES For UK & EU Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com For the USA Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact privacy@baringa.com For Australia & Singapore Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER & APAC), to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com

Baringa

ABOUT BARINGA  Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation. Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms. OUR OPERATIONAL EXCELLENCE & INTELLIGENT AUTOMATION PRACTICE IS LOOKING FOR A MANAGEMENT CONSULTANT WITH 5-7+ YEARS OF EXPERIENCE IN OPERATIONAL EXCELLENCE AND PROCESS INTELLIGENCE TO JOIN OUR GROWING TEAM IN SOFIA, BULGARIA.  At Baringa, Operational Excellence (OE) is about partnering with clients to solve their most complex challenges and deliver future-ready operations. We go beyond re-designing processes — our focus is on embedding AI, Automation, Process Intelligence and AI-enabled BPM that scale operational benefits, accelerate transformation, and build long-term capability. We combine Lean and Systems Thinking with Intelligent Automation, AI, Process Intelligence, Cost Optimisation and Behavioural Change to unlock measurable impact for our clients. We help clients not only digitise and automate but also strengthen their teams, leaders and operational culture - embedding sustainable capability and long-term performance improvements. As part of our team, you will shape and deliver transformational programmes across industries including Financial Services, Products & Services, Energy & Resources, Pharmaceuticals & Lifesciences, and Government. This is an exciting opportunity for experienced professionals who want to work for a top tier global management consultancy, offering the associated world-class global client base, dynamic engagements, training, travel, reward and career development opportunities. You will also help us build our practice by supporting rewarding internal initiatives and new business opportunities, contributing to the continued growth of the firm in Sofia and globally.    WHAT YOU WILL BE DOING * Identifying, assessing and leading on the implementation of opportunities for operational performance improvement, automation and AI-enabled operations management to reduce cost, increase productivity, and enhance customer experience. * Applying Lean / Systems Thinking to design future-proof operating models and digitally enabled solutions. * Performing data-driven diagnostics of operational performance to identify waste, rework, and automation opportunities. * Using process intelligence, AI-enabled process management and other accelerators to drive end-to-end transparency, uncover opportunities, and measure outcomes. * Designing and deploying AI-enabled operations — combining the process, the data and the AI worlds to deliver tangible benefits. * Ensuring alignment across stakeholders by using collaboration and delivery management tools to track progress, benefits, and risks. * Shaping and delivering AI-led transformations and re-platforming initiatives, integrating operational and technology perspectives. * Defining KPIs and reporting frameworks to baseline, measure, and demonstrate the value delivered. * Taking an active role in developing our Operational Excellence propositions, methods, and tools.    YOUR SKILLS AND EXPERIENCE   We are looking for talented, enthusiastic consultants with 4–7+ years of relevant work experience and a proven ability to deliver outcomes in challenging client environments. You’re a collaborative problem-solver who takes ownership, builds trusted relationships, and brings both analytical rigour and empathy to client delivery. Must haves   * Proven expertise in Operational Excellence - Lean / Six Sigma etc., with demonstrable benefits delivered. * Strong experience in digitally enabled operations: business process documentation, optimization and automationbalancing between technical, operational and organizational improvement initiatives. * Hands-on experience in process intelligence (process mining and/or AI-enabled process management) and data analysis using modern tools and platforms. * Ability to structure and synthesise complex problems into actionable transformation roadmaps, both quantitatively and qualitatively. * Proven track record of leading projects or workstreams in demanding, results-focused client environments. * Excellent communication and presentation skills, with the ability to translate complex technical concepts for non-technical stakeholders. * Fluent English (written and spoken) and willingness to travel internationally up to 30%.  Advantages   * Practical experience with AI & Automation (RPA, AI/ML, NLP, GenAI) in operations. * Experience in identifying, scoping and implementing opportunities for non-technical and digitally enabled process design, optimisation, automation and management using relevant standards and frameworks. * Experience implementing process intelligence and AI-enabled BPM solutions (e.g. Celonis, Signavio, Appian, Pega, etc.). * Exposure to large-scale technology transformations (ERP, CRM, workflow, or re-platforming). * Understanding of emerging AI and automation trends and their application to client operations. * Additional European languages.        WHAT A CAREER AT BARINGA WILL GIVE YOU  PUTTING PEOPLE FIRST. BARINGA IS A PEOPLE FIRST COMPANY AND WELLBEING IS AT THE FOREFRONT OF OUR CULTURE. WE RECOGNISE THE IMPORTANCE OF WORK-LIFE BALANCE AND FLEXIBLE WORKING AND PROVIDE OUR STAFF AMAZING BENEFITS. SOME OF THESE BENEFITS INCLUDE:  * Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.  * Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.  * Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.  * Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.  * Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.  DIVERSITY AND INCLUSION We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.  AN AWARD-WINNING WORKPLACE You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this.  USING BUSINESS AS A FORCE FOR GOOD.  We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.  We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.   JOIN US All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.   BARINGA PRIVACY NOTICES For UK & EU Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com For the USA Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact privacy@baringa.com For Australia & Singapore Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER & APAC), to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com

Payhawk

Company Mission Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale. The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir and Wagestream. With offices in New York, London, Berlin, Munich , Barcelona, Paris, Amsterdam, Vilnius and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Bek Ventures and Eleven Ventures. Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work. The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams. We’re also on a journey to measure and improve our environmental and social impact. From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too. We’re changing the world of payments, and we’re looking for an exceptional team to help us.      About the Role To support our next phase of growth, we’re looking for a Director of Compliance Operations to lead and scale our KYC and Monitoring teams. This role brings together strong operational leadership and rigorous compliance: your mandate is to run these teams as a high-performing operation, measurable, efficient, and relentlessly optimized, while upholding the highest standards of compliance and keeping our customers’ experience at the center of every decision. You’ll own the performance of onboarding and ODD (KYB for corporate customers) and transaction and card monitoring end to end. That means building the metrics, designing the processes, forecasting the capacity, and driving a talented team to hit ambitious targets, all while reducing manual effort through automation and AI. You’ll be the person who turns compliance operations from a cost center into a competitive advantage: faster onboarding, smarter monitoring, lower cost-per-case, and a better experience for the customer. We seek out top operational talent, and to continue raising the bar we need a leader who is as comfortable reading a throughput dashboard as they are coaching a team lead or challenging a broken process. Key Responsibilities * Lead, scale, and develop the KYC and Monitoring teams, driving them to clear, measurable targets and a culture of ownership and accountability. * Define, build, and own the operational metrics that matter: KPIs, SLAs, quality scores, and productivity benchmarks and use them to manage performance day to day. * Build and maintain FTE forecasting and capacity models, ensuring the team is right-sized for volume growth across markets and product lines. * Relentlessly optimize and re-engineer processes for speed, quality, and cost, removing manual steps and bottlenecks wherever they exist. * Champion automation and the application of AI across onboarding and monitoring workflows, partnering with Product and Engineering to ship tooling that scales the operation without scaling headcount linearly. * Own the selection, performance, and cost of third-party vendors and tooling (screening, identity verification, monitoring, and case management), holding them accountable to clear service and quality standards. * Put customer needs first in every process decision, reducing friction in KYB onboarding and minimizing false positives in monitoring without compromising control. * Own the operational delivery of KYB for corporate customers and ongoing transaction and card monitoring, including alert handling, escalation paths, and SLA management. * Build operations that scale cleanly across multiple entities and jurisdictions, adapting processes to different regulatory regimes while maintaining consistent quality and control. * Ensure the operation is always audit- and regulator-ready, able to stand behind its quality, controls, and documentation in front of auditors, partner banks, and regulators. * Partner cross-functionally with Compliance/MLRO, Risk, Product, Engineering, and Customer-facing teams to align operational delivery with regulatory obligations and business goals. * Report on operational performance to senior leadership, surfacing risks, trends, and the business case for investment. Requirements  * Proven experience leading and scaling operational teams in a high-growth, fast-paced environment, with a strong track record of driving teams to target. * Deep fluency in operational management, building KPIs and SLAs, capacity/FTE forecasting, and managing performance through data. * A relentless focus on process optimization and automation; you instinctively look for what can be removed, streamlined, or automated. * Technically minded, with a strong understanding of how AI and automation can transform operational workflows and the ability to partner credibly with Product and Engineering. * Comfortable being hands-on with data, querying, building dashboards, and digging into the numbers yourself rather than relying on analysts. * Experience owning third-party vendors and tooling, from selection through performance and cost management. * A track record of scaling operations across multiple entities and jurisdictions. * Experience operating in an audit- and regulator-ready environment, comfortable engaging with auditors, partner banks, and regulators. * An excellent people manager who knows how to motivate, coach, and hold a team accountable to high standards. * A customer-first mindset, always weighing how a process change affects the end customer’s experience. * Solid working understanding of KYB processes for corporate customers and of transaction and card monitoring. Company Benefits * 30 days holiday paid leave * Opportunity to use the Payhawk product with a monthly commuting allowance * Health and Fitness membership * Private healthcare * An L&D budget to support continuous development * Exchange policy to another Payhawk office (Amsterdam, Berlin, Paris, Barcelona, London) * Regular team-wide company events Please note that unfortunately we cannot provide visa sponsorship, and to be considered for this role, candidates must be able to provide proof of their eligibility to work in the EU. Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.