Strategy Manager

Vanquis; Chatham; Hybrid; GBP 75,000 - 105,000; Full time

Benefits offered by this job

Flexible Hybrid Working

Great Place to Work Certified

Up to 10% Pension Contribution

25-30 Days Annual Leave

LinkedIn Learning

Two Volunteering Days

Enhanced Family Leave

Paid Birthday Leave

Job summary

Vanquis is seeking a Strategy Manager to turn operational insight into better customer and colleague outcomes within the Customer Operations strategy function. You will drive change across Collections, shape initiatives, and track outcomes to sustain improvements.

You will work with senior managers across departments to translate data and insights into practical action, balancing customer impact with operational performance and risk considerations.

Qualifications

• Strong analytical skills with the ability to interpret data and turn insight into action.
• Experience using data forecasting to identify priorities and practical improvements.
• Confident in building relationships and influencing stakeholders at all levels, including senior leaders.
• Clear communication and presentation skills, with an organized and delivery-focused approach.

Responsibilities

• Shape and deliver customer-focused improvement initiatives across Collections.
• Develop contact strategies that improve customer and colleague journeys.
• Use data, forecasting and insight to identify priorities and practical improvements.
• Monitor outcomes and benefits so successful changes are sustained.
• Coordinate stakeholders, resources and priorities to support effective delivery.
• Strengthen governance, risk assessment and consideration of downstream impacts.

Skills

Data analysis

Forecasting

Stakeholder management

Communication

Regulated financial services

External partnerships

Job description

THE NEXT CHAPTER STARTS WITH YOU

Strategy Manager

Turn operational insight into better customer and colleague outcomes.

Join Operations Strategy and play a key role in supporting strategic change and continuous improvement across Collections. From shaping and implementing new initiatives through to tracking outcomes and measuring success, you will help deliver meaningful improvements for customers and colleagues.

As our Strategy Manager, you will contribute to strategic plans and change portfolios, champion best practice and help strengthen service standards. Reporting to the Senior Operations Strategy Manager, you will bring together insight, operational knowledge and stakeholder expertise to turn opportunities into practical, sustainable improvements.

There's More to the Story

This is an opportunity to move your career forward at Vanquis by working across operational strategy, customer outcomes and business change. You will gain broad exposure, influence decisions and see how your work improves customer interaction points and operational performance.

How you’ll make an impact:

• Shape and deliver customer-focused improvement initiatives across Collections.
• Develop contact strategies that improve customer and colleague journeys.
• Use data, forecasting and insight to identify priorities and practical improvements.
• Monitor outcomes and benefits so successful changes are sustained.
• Coordinate stakeholders, resources and priorities to support effective delivery.
• Strengthen governance, risk assessment and consideration of downstream impacts.

Why this role matters:

Customer Operations brings together service delivery, payment management, customer communications and operational change. This role helps connect those areas through a consistent strategy, ensuring customer impact, operational performance, risk and commercial outcomes are considered together.

Reporting to the Senior Operations Strategy Manager, you will work with senior managers and colleagues across Customer Operations, Training, Human Resources, Marketing, Business Analytics, Finance, Fraud and Credit. You will also engage with debt collection agencies, debt purchasers and other third parties, with regular exposure to senior management and ExCo.

How we work:

• Customer Outcomes First - Operational strategy starts with customer and colleague journeys.
• Insight into Action - Data and forecasting are translated into clear priorities.
• Test, Learn and Improve - We challenge assumptions, assess benefits and build on what works.
• Joined-Up Operations - Contact, decisioning, communications and downstream impacts are considered together.
• Controlled Delivery - Governance, risk assessment and clear documentation support sustainable change.
• Continuous Improvement - We champion best practice and keep service standards moving forward.

What you’ll bring:

• Experience in a UK-regulated financial services environment, ideally retail banking, credit cards or operations strategy.
• Experience supporting or delivering strategic change, process improvement or customer-focused initiatives.
• Strong analytical skills, with the ability to interpret data, identify trends and turn insight into action.
• Confidence building relationships and influencing stakeholders at all levels, including senior leaders.
• Experience with customer-management or strategy systems and working with external partners.
• Clear communication and presentation skills, with an organised and delivery-focused approach.

Useful, but not essential

• Knowledge of payment management, contact strategy, debt purchase or customer communications.
• Experience implementing scorecards or customer decisioning approaches.
• Experience coaching colleagues in Agile ways of working.

Career development:

Build experience across operational strategy, customer outcomes, analytics, change delivery, governance and senior stakeholder engagement. You will see how strategic decisions affect customer interactions and business performance, while expanding your skills and shaping what comes next in your career at Vanquis.

Why Vanquis?

• Great Place to Work Certified
• Financial Times Best Employers 2025 & 2026
• Armed Forces Friendly Employer (Bronze)
• Flexible Hybrid Working
• Inclusive Culture
• Up to 10% Pension Contribution
• 25-30 Days Annual Leave
• LinkedIn Learning
• Two Volunteering Days
• Enhanced Family Leave
• Paid Birthday Leave
• Career Development Opportunities

Ready to shape what’s next?

The Next Chapter Starts With You.

Recruitment agency information

Our Talent Acquisition team manages all recruitment activity directly. We work with approved recruitment partners where additional support is required.

Unsolicited CVs submitted without prior agreement from Vanquis Talent Acquisition will be considered direct applications and no agency fees will be payable.