Head of Strategy and Transformation

About the Role

YouLend is embarking on a major transformation within its Operations department over the next two to three years. The Head of Strategy and Transformation is a key senior position reporting to the VP of Operations to lead this change. This role includes managing a team of analysts focused on ongoing improvements, operational support, and ensuring readiness for change. The successful candidate will be responsible for developing and executing a strategic roadmap for Operations, overseeing cross-functional change projects, and acting as the vital communication bridge between day-to-day operational requirements and the Technology/Engineering teams. Collaboration with the Director of Operations and leadership is essential to prioritize and deliver initiatives that move Operations towards its envisioned target state.

Key Responsibilities

• Develop and continuously refine the 2-3 year Target Operating Model (TOM) for Operations, including current state analysis, future state design, and implementing a phased delivery plan.
• Manage governance over the portfolio of cross-functional changes, which includes setting prioritization criteria, maintaining business case standards, applying stage-gating processes, and tracking benefits for technology-reliant initiatives.
• Collaborate with Engineering and Technology teams to translate colleagues' challenges and operational requirements into well-defined, prioritized user stories and maintain backlog prioritization jointly with product owners.
• Drive innovation within Operations by identifying, piloting, and scaling automation and efficiency improvements such as chatbots and workflow automations.
• Lead change management efforts for major projects, ensuring effective stakeholder communication, training, and integration so that changes are successfully adopted.
• Utilize operational performance data to evaluate the impact and success of the TOM deployment and clearly report expected and achieved benefits through robust tracking systems.
• Represent the VP of Operations in technology planning and prioritization discussions to secure appropriate resources for Operations-related changes.
• Establish and uphold a transparent operating agreement (RACI) with Engineering regarding backlog prioritization, delivery sequencing, and capacity management.

Required Skills and Qualifications

• Demonstrable experience leading strategy, transformation, or portfolio/program management within an operational setting, preferably in financial services, fintech, or similarly regulated, high-growth environments.
• Proven ability to convert business and operational needs into technology-enabled solutions with hands-on experience collaborating with Engineering and Product teams.
• Strong leadership skills with experience managing direct teams and influencing cross-functional groups.
• Excellent analytical and problem-solving abilities, utilizing operational and performance data to inform decisions and priorities.
• Expertise in designing comprehensive target operating models encompassing organizational structure, process improvements, and technological integration.
• Exceptional stakeholder management and communication capabilities, with credibility at senior leadership levels.
• Comfort operating in ambiguous situations, with a hands-on approach requiring attention to detail.
• Experience leading and developing a high-performing team of analysts or business analysts.

Benefits and Culture

• YouLend has been recognized as one of the "Best Places to Work" for multiple years by the Sunday Times, celebrated for its supportive, diverse, and rewarding work environment.
• The company is acknowledged globally as a top fintech organization, named among the "Top 250 Fintech Worldwide" by CNBC.
• The firm is rapidly growing with significant partnerships and a large market opportunity ahead.
• Employees benefit from potential compensation growth including bonuses and equity appreciation due to continuous strong business growth.
• YouLend enjoys robust private equity backing and access to the Banking Circle Group’s licensed Luxembourg bank, supporting European expansion in regulated markets.
• The workplace fosters a collaborative, transparent culture with a strong team ethos and minimal bureaucracy.
• Employees have autonomy with a results-driven focus and a data-oriented culture emphasizing speed.
• Comprehensive perks include stock options, private medical and dental insurance, an employee assistance program, enhanced parental leave, a modern office in central London with amenities such as a free gym, subsidized lunches, Deliveroo allowances for late-night office work, onsite masseuse, and multiple social and wellness clubs like football and yoga.

Equal Opportunity Statement

YouLend is committed to diversity and equal employment opportunity. All employment decisions are made based on qualifications, merit, and business needs without discrimination based on protected characteristics under applicable laws.