Strategic Operations Lead, Customer Outcomes

Vanquis; Bradford (IA); Hybrid; USD 108,000 - 148,000; Full time

Benefits offered by this job

Flexible Hybrid Working

Up to 10% Pension Contribution

25–30 Days Annual Leave

FT Best Employers 2025 & 2026

Job summary

Vanquis is seeking a Strategy Manager to join the Operations Strategy team. You will shape customer-focused operational strategies, leverage data and forecasting to identify priorities, and coordinate cross-channel customer contact efforts.

This role involves engagement with senior leaders and external partners to ensure practical, scalable improvements. You will contribute to strategic plans, champion best practices, and translate informed insights into delivered changes that enhance customer

Qualifications

• Essential Experience: proven track record in a UK-regulated financial services organisation, ideally in retail banking or credit cards.
• Experience developing and implementing customer-focused operational strategies or strategic improvements.
• Strong analytical and strategic capability with the ability to turn insight into action.
• Experience manipulating and interpreting varied data sets to support forecasting, prioritisation and decision-making.
• Experience with customer-management or strategy solutions and working with external systems or partners.
• Understanding of customer risk and the ability to identify and address potential concerns.

Responsibilities

• Shape customer-focused operational strategies and improvement plans.
• Use data, forecasting and insight to identify priorities and opportunities.
• Coordinate customer contact strategies across multiple channels.
• Support scorecard implementation and customer decisioning.
• Champion test-and-learn activity and benefit assessment.
• Coordinate programmes, resources and priorities across Customer Operations.
• Build trusted relationships with senior leaders, operational teams and external partners.

Skills

Analytical thinking

Strategic thinking

Stakeholder management

Communication skills

Agile delivery

Forecasting

Data interpretation

Education

A-level or equivalent

Job description

Vanquis is seeking a Strategy Manager to join the Operations Strategy team. You will shape customer-focused operational strategies, leverage data and forecasting to identify priorities, and coordinate cross-channel customer contact efforts.

This role involves engagement with senior leaders and external partners to ensure practical, scalable improvements. You will contribute to strategic plans, champion best practices, and translate informed insights into delivered changes that enhance customer