Head of Customer Transformation

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

Position summary

Leads the delivery of customer change initiatives across PRA, translating CoE strategy, insight and priorities into executed change and measurable outcomes.

The role is accountable for end-to-end delivery of customer initiatives, supporting local markets in ensuring changes are implemented effectively across markets, embedded into operations, and deliver tangible improvements in customer outcomes, performance and efficiency.

Operates as the primary delivery lead within the Customer Centre of Excellence, working closely with Operations, Technology, Analytics and Compliance to ensure change is prioritised, delivered and realised consistently.

Main Duties and Responsibilities:

• Lead delivery of customer change initiatives aligned to CoE priorities and market needs
• Own and manage a prioritised customer change roadmap, aligned to CoE strategy
• Be accountable for delivery execution and benefits realisation across all customer initiatives
• Ensure all change activity delivers good customer outcomes in line with Consumer Duty expectations
• Translate customer insight and strategy into deliverable initiatives, with clear scope and outcomes
• Work in close partnership with Operations and Technology teams to implement and embed change
• Identify delivery risks, dependencies and constraints early, managing them proactively
• Establish and maintain practical delivery standards, governance and ways of working
• Track and report on delivery progress, impact and value delivered
• Support the ongoing development of customer change capability within the CoE and local markets

Experience/Qualifications

• Experience leading customer or business change initiatives in a regulated environment
• Strong delivery mindset with the ability to operate hands-on
• Good working knowledge of FCA regulation and Consumer Duty expectations
• Experience embedding automation into journeys
• Experience working across Operations, Technology and Insight teams
• Strong stakeholder management and prioritisation skills
• Comfortable building capability and maturing ways of working over time

Compliance Responsibilities

All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including:

• Taking accountability for their own actions, decisions, and professional conduct.
• Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
• Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
• Monitor for and promptly escalate any actual or suspected non-compliance with policy, regulation , or breach of local legislation.
• Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
• Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
• Co-operating fully with internal reviews, audits, or regulatory investigations if required.
• All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.