Director of Operational Planning & Value Realisation

We're one of Europe's fastest-growing fintech companies – on a mission to create the world's most empowering way to pay.

We launched the product in 2020 and achieved double unicorn status, valued at $2 billion, and since then have taken on more than 6 million customers.

Our mission is to become the best way to pay for anything, anywhere and say goodbye to credit costs for everyone. This is huge. Want to join us?

The Director of Operational Planning & Value Realisation is responsible for the commercial stewardship of Service Operations.

The role provides executive ownership for the planning, analytical and commercial disciplines that ensure operational investment, AI adoption, workforce strategy and transformation activity translate into measurable improvements in customer outcomes, operational efficiency and financial performance.

Working alongside Operational Excellence, the Director ensures Service Operations not only creates value through continuous improvement, but consistently realises that value through disciplined planning, commercial governance and operational optimisation.

The Director is accountable for ensuring Service Operations continues to improve its economic contribution to the wider business.

This includes executive ownership for:

• Operational planning
• Workforce strategy
• Supplier strategy
• Business Analysis
• Commercial modelling
• Operational investment appraisal
• Benefits realisation
• Cost-to-serve optimisation
• Productivity improvement
• Efficient growth
• Commercial governance of operational transformation

The role ensures Service Operations remains commercially efficient as customer volumes, AI capability and product complexity continue to grow.

• Provide executive ownership for the commercial performance of Service Operations.
• Ensure operational investment decisions maximise customer outcomes alongside financial performance.
• Develop robust commercial frameworks supporting operational decision making.
• Partner with Finance to improve visibility of operational economics.
• Ensure Service Operations contributes positively to broader business performance.

Lead long-term operational planning. Develop strategies covering:

• Workforce capacity
• AI adoption
• Outsourcing
• International expansion
• Operational resilience
• Resource allocation

Ensure Service Operations remains scalable as the business grows.

Lead the Business Analysis function.

Develop robust business cases supporting operational investment.

Establish consistent approaches to:

• opportunity sizing
• commercial modelling
• investment appraisal
• benefits realisation

Ensure every significant operational initiative has clearly defined success measures and measurable financial outcomes.

Track realised benefits and challenge initiatives that fail to deliver expected value.

Lead Workforce Management.

Develop long-term workforce strategies that balance:

• customer demand
• AI capability
• automation
• internal capability
• outsourced delivery
• operational resilience

Ensure workforce planning evolves beyond forecasting into strategic operational capacity planning.

Lead Supplier Management.

Develop long-term sourcing strategies that balance:

• customer outcomes
• operational resilience
• commercial performance
• scalability

Ensure supplier strategy evolves alongside increasing automation and international growth.

Lead executive supplier governance.

Provide analytical support for executive operational decision making.

Develop executive dashboards covering:

• cost-to-serve
• productivity
• operational investment
• benefits realisation
• workforce strategy
• supplier performance

Support prioritisation of operational investment.

Pro…