Transformation Director — Retail Banking

A top-tier UK retail bank is hiring an interim Transformation Director to lead a customer operations transformation programme. The programme is 18 months in, the previous director has moved into a permanent CXO role, and they need a senior interim to take the programme through delivery.

The programme

The programme is reshaping how the bank’s customer operations function works — combining significant operating model change, technology transformation (new CRM, new telephony, AI-augmented agent workflow), and a re-skilling programme for 600+ FTE. The budget is £45m. Three workstream directors report into this role.

You’ll be accountable to the COO, with regular exposure to the CEO and Board Transformation Committee.

What we’re looking for

Genuine senior transformation leadership in financial services. You will have led at least one programme of comparable scale (£25m+, 18+ months, multiple workstreams) from a similar role.

You’ll understand the operational realities of large customer operations functions — call centres, branch networks, back-office processing. Strategy consulting backgrounds welcomed but only if combined with proper delivery experience.

The bank has a strong preference for someone who has been a permanent senior leader before, not a career interim.

Terms

£1,100 — £1,350 per day, Outside IR35, initial 12-month contract with strong likelihood of extension. Three days a week in the Manchester operations centre, the rest remote or London office as needed.

Speak to James Holloway at Hexford Talent.