Work with me / Service
I work as a fractional chief of staff, including the customer side of a fractional COO brief, for financial services and fintech firms in the UK, the US and Europe. The engagement is remote, as a contract or an interim seat. The work is customer outcomes, and AI governance is part of it when a tool is in the journey.
Some firms look for a fractional COO when the gap is coordination across the business. I take the customer side of that brief. The people who already lead finance and technology keep those seats. If fractional COO is the term in the search, this is the customer-outcomes version of the role.
When a tool is in a customer journey, or a team wants to put one there, AI governance is part of the role. I help you decide which steps the tool can run and which steps need a person. Once it is live, we agree what you will monitor so a poor customer outcome shows up while you can still change it. The wider note on how I do this inside a firm is on the AI and customer service page.
You get a senior operator in the rhythm you already use. I have done senior customer work in regulated financial services, including as Head of Customer Sustainability at Standard Life. I use the evidence the firm already holds to decide what to change, and I stay while that change is made.
A typical engagement covers:
For a UK firm this comes into the detail of the work, not the headline. The Consumer Duty still applies to the outcomes, including for customers in vulnerable circumstances. I am not a law firm, and I do not act as your compliance monitor. I work with your compliance lead on what should change in the journey, and on the evidence you keep. The longer notes are on the Consumer Duty page and the vulnerable customers page.
I join the operating rhythm you already run, on a remote contract or an interim basis, for a firm in the UK, the US or Europe. I work on the customer decisions that cross teams. Where AI is in the journey, AI governance is tied to the customer outcome: which steps a tool can run, and which steps stay with a person.
A fractional COO search often means coordination across the firm. The seat I take is the customer outcomes side of that brief. Finance leadership and technology leadership stay with the people who already hold them.
It fits when a tool is already in a customer journey, or when you want to put one there. We decide which steps the tool can run and which need a person. We then agree what you will monitor after go-live, so you can see the customer outcome and change course.
For a UK firm they belong in the detail of the journey, not as the lead of the engagement. I work with your compliance lead. The Duty still applies to the outcomes, including for customers in vulnerable circumstances, and including when a tool is part of the support.
Related work already on the site: fractional head of customer operations and customer operations redesign.