Work with me / Service
For founders and customer or product leaders at remote-first fintech, insurtech, femtech and small agile firms who need a fractional head of customer operations between hires, or to stand a capability up through real delivery. I have done that work inside regulated financial services, including at Standard Life.
The problem. A senior customer gap is slowing decisions and delivery. You may need interim customer operations director fintech cover, or a fractional proposition lead, and you need someone who has done it before.
What you get.
I sit inside your operating rhythm for two to five days a week, Outside IR35. As a fractional head of customer operations I make the customer decisions that are stuck, run the work with your team, and leave a handover a permanent leader can pick up.
Yes. Interim customer operations director fintech cover is the same job at a shorter horizon: someone senior has left, or the seat has never existed, and decisions are waiting. I have done senior customer work in regulated financial services, including at Standard Life. The role I take is fractional head of customer operations, with a planned handover when a permanent leader is the goal.
Yes, where the gap is the proposition rather than the operations seat. As a fractional proposition lead I help a small fintech or insurtech get from insight to a live offer, and I can pair that with proposition and go-to-market work if the launch is the bottleneck.
If the gap is the offer itself, see proposition and go-to-market for regulated products. If the operating model needs rebuilding, start with customer operations redesign. If a programme is already off the rails, a programme rescue consultant may be the better first step. The wider fractional and interim offer is on fractional CX and proposition lead.
Related: Diagnostic sprint, Customer experience and operations.