Senior Customer Acquisition & Journey Lead

HW Interim Solutions; England; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Strategic transformation project

Job summary

HW Interim Solutions is partnering with a leading financial services business to appoint a Senior Customer Acquisition & Journey Lead. You will design and implement an end‑to‑end, data‑led customer acquisition journey and optimised conversion path across web, telephony, live chat, social channels and email.

The role focuses on scalable, automation‑driven engagement combined with human interaction to improve response times, lead quality and commercial outcomes.

Qualifications

• Significant experience designing and implementing high‑volume customer acquisition and conversion journeys.
• Strong track record of improving lead conversion, response times and customer engagement.
• Experience across omnichannel customer journeys, combining digital platforms with human‑led interactions.
• Strong understanding of AI, automation, personalisation and tech-enabled acquisition.
• Experience within financial services, ideally wealth management or regulated environments.

Responsibilities

• Design end‑to‑end customer acquisition journey across enquiry to conversion.
• Establish omnichannel acquisition model across web, telephone, live chat, social and email.
• Identify opportunities to leverage AI, automation and personalisation to improve engagement.
• Develop intelligent lead‑management, segmentation and routing processes.
• Collaborate across commercial, technology and operations to integrate journeys.
• Establish funnel metrics: lead quality, conversion and CAC.
• Drive continuous improvement through data and test‑and‑learn.

Skills

Customer acquisition

Journey design

Omnichannel

AI & automation

Stakeholder mgmt

Financial services

Job description

HW Interim are working with a leading financial services business undergoing significant commercial transformation, supporting its ambitious growth plans and focus on enhancing customer acquisition.

The business is looking to appoint an experienced Senior Customer Acquisition & Journey Lead to design, establish and optimise a high-performing direct customer acquisition capability, improving how prospective customers are engaged, qualified and converted.

This is a highly visible, hands‑on role, bringing together commercial, customer, technology, data and operational teams to deliver a seamless, personalised and commercially effective customer journey.

The Role

Working closely with senior leadership, you will take ownership of designing and implementing an end‑to‑end customer acquisition and conversion journey, from initial enquiry through qualification, appointment, advice opportunity and ultimately conversion.

The focus will be on building a scalable, data‑led acquisition model that combines digital engagement, intelligent automation and high‑quality human interaction to improve conversion and customer experience.

Key responsibilities will include:

• Designing and optimising the end‑to‑end customer acquisition journey, improving lead response, qualification, appointment booking and conversion.
• Establishing a high‑performing, omnichannel acquisition model across web, telephone, live chat, social media, WhatsApp and email.
• Identifying opportunities to leverage AI, automation and personalisation to improve response times, customer engagement and conversion.
• Developing intelligent lead‑management, segmentation and routing processes to ensure customers receive timely, relevant engagement.
• Working across commercial, technology and operational teams to implement effective customer journeys and ensure seamless integration with existing services.
• Establishing clear funnel performance measures, tracking lead quality, conversion, customer acquisition costs and commercial outcomes.
• Driving continuous improvement through data analysis, customer insight and a disciplined test‑and‑learn approach.

About You

We are seeking an experienced customer acquisition and digital journey professional who combines strong commercial understanding with a proven track record of designing and delivering high‑performing conversion journeys.

You will ideally bring:

• Significant experience designing and implementing high‑volume customer acquisition and conversion journeys.
• A strong track record of improving lead conversion, response times and customer engagement through measurable initiatives.
• Experience across omnichannel customer journeys, combining digital platforms with human‑led sales or advisory interactions.
• Strong understanding of AI, automation, personalisation and technology‑enabled customer acquisition.
• Experience within financial services, ideally wealth management, insurance, mortgages or other regulated environments.
• Strong analytical capability, using customer and funnel data to identify opportunities and drive commercial performance.
• Excellent stakeholder management skills, with the ability to influence senior leaders and work effectively across commercial, technology and operational teams.
• A hands‑on, delivery‑focused approach, comfortable translating customer acquisition strategy into practical implementation.

The Opportunity

This is an opportunity to join a growing financial services business at an important stage in its commercial transformation, taking ownership of a new customer acquisition capability and helping shape how the business attracts, engages and converts customers.

The successful individual will play a pivotal role in establishing a scalable, technology‑enabled acquisition model that delivers measurable commercial growth and an improved customer experience.

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.