Senior Business Lead

HW Interim Solutions; United Kingdom; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

HW Interim Solutions partners with a leading financial services business to appoint an experienced Senior Business Lead who will own end-to-end customer capability, using data, analytics and AI to deliver relevant, timely and commercially valuable customer interactions.

The focus is to transition the capability into a stable, scalable, business-owned operation—improving adoption, conversion and measurable commercial outcomes while laying foundations for future growth.

Qualifications

• Experience leading data-driven, AI-enabled business capabilities.
• Proven ability to transition products into sustainable business ownership.
• Strong commercial understanding with data-led improvement of engagement, conversion or revenue.
• Knowledge of customer analytics, personalisation or AI-enabled journeys.
• Experience in financial services or regulated environments.
• Strong cross-functional collaboration across Data Science, Data Engineering, Technology and commercial teams.
• Excellent stakeholder management with senior leadership.

Responsibilities

• Taking ownership of the customer capability with clear priorities, governance and performance measures.
• Driving transition from development to a stable, scalable business operation.
• Collaborating across commercial, data science, technology and operations to optimise engagement, retention and conversion.
• Improving quality and relevance of AI-generated customer opportunities through data analysis and feedback.
• Establishing dashboards and management information to track outcomes and commercial benefits.
• Managing dependencies and priorities to ensure delivery and adoption.
• Developing a roadmap for future enhancements, integrating with wider journeys.
• Providing clear, commercially focused updates to senior leadership.

Job description

HW Interim are working with a leading financial services business undergoing significant commercial and digital transformation, focused on accelerating growth, improving customer engagement and leveraging data and AI to deliver measurable business outcomes.

The business has invested in developing a strategically important, AI-enabled customer capability and is now looking to appoint an experienced Senior Business Lead to take ownership of its next phase of development, optimisation and scale.

This is a highly visible, hands-on leadership role, bringing together commercial, customer, data science, technology and operational teams to ensure the capability delivers sustainable improvements in customer retention, engagement and commercial performance.

The Role

Working closely with senior leadership, you will take end-to-end business ownership of an established customer capability, using data, analytics and AI to identify and deliver more relevant, timely and commercially valuable customer interactions.

The focus will be on transitioning the capability into a stable, scalable and business-owned operation, improving adoption, conversion and measurable commercial outcomes while establishing the foundations for future growth.

Key responsibilities will include:

• Taking ownership of the customer capability, establishing clear priorities, governance, accountabilities and performance measures.
• Driving the transition from initial development into a stable, scalable and sustainable business operation.
• Working across commercial, data science, technology and operational teams to optimise customer engagement, retention and conversion.
• Improving the quality and relevance of AI-generated customer opportunities through data analysis, feedback and continuous optimisation.
• Establishing robust management information, dashboards and performance measures to track customer outcomes and commercial benefits.
• Managing cross-functional dependencies, technical challenges and product development priorities to ensure effective delivery and business adoption.
• Developing a clear roadmap for future enhancements, integrating the capability into wider customer journeys, CRM and multichannel engagement.
• Providing clear, commercially focused updates to senior leadership, ensuring investment translates into measurable business value.

About You

We are seeking an experienced business, product or commercial leader who combines strong delivery capability with a genuine understanding of data-driven customer engagement, AI-enabled solutions and commercial performance.

You will ideally bring:

• A proven track record of leading complex, data-driven, digital or AI-enabled business capabilities through implementation, optimisation and scale.
• Experience transitioning new products or capabilities from initial development into sustainable business ownership.
• Strong commercial understanding, with experience improving customer engagement, conversion, retention or revenue through data-led initiatives.
• Knowledge of customer analytics, personalisation, decision engines, or AI-enabled customer journeys.
• Experience within financial services, ideally wealth management, financial advice, banking or other regulated environments.
• Strong technology and data literacy, with the ability to work confidently across Data Science, Data Engineering, Technology and commercial teams.
• Excellent stakeholder management skills, with the credibility to influence and challenge senior business leaders and technical specialists.
• A hands-on, outcome-focused approach, comfortable navigating ambiguity, resolving complex challenges and translating strategic objectives into measurable results.

The Opportunity

This is an opportunity to join a growing financial services business at a pivotal stage in its digital and commercial transformation, taking ownership of a strategically important AI-enabled capability with significant potential to improve customer engagement, retention and commercial growth.

The successful individual will play a central role in embedding sustainable business ownership, maximising the value of existing investment and shaping the future of data-driven customer engagement across the organisation.

Location: North England – hybrid working, 2–3 days per week on-site

Looking to engage with experienced interims and consultants who will be available within the coming weeks.