Lead customer experience and operational readiness for a fintech product at enterprise scale. Develop strategy, journey design, launch governance, enablement, Voice-of-Customer processes, KPIs/OKRs, and controls. Drive cross-functional alignment with Product, Tech, Service, and Sales to improve onboarding, adoption, service, and launch outcomes while building and leading a team.
Kinexys is helping redefine how finance will work—real-time, digital-first, and integrated across complex ecosystems. As a Vice President in Kinexys Business Operations (Customer Experience & Organizational Readiness), you will lead the strategy and execution for customer adoption and operational readiness.
You’ll be accountable for building scalable operating motions that translate product innovation into measurable client outcomes—faster onboarding, higher adoption, better service experiences, and repeatable launch readiness. This role partners closely with Product, Technology, Service, Sales/Client teams, and controls stakeholders to deliver a best-in-class fintech customer journey at enterprise scale.
Job responsibilities
- Set the customer experience and readiness strategy for Kinexys, aligning priorities across Product, Tech, Service, and regional stakeholders.
- Lead end-to-end customer journey design and optimization (onboarding, servicing, releases), establishing standards, playbooks, and measurable experience outcomes.
- Own launch and change readiness governance for the region: impact assessments, stakeholder alignment, cutover/hypercare frameworks, and post-launch performance reviews.
- Build a scalable enablement engine (training, FAQs, release communications, playbooks) that supports both internal teams and external customer adoption.
- Operationalize Voice-of-Customer by establishing intake channels, synthesizing insights, prioritizing themes with Product/Tech, and tracking remediation to closure.
- Partner with service and incident functions to improve customer communications, reduce repeat drivers, and strengthen knowledge management/self-serve.
- Define and manage KPIs/OKRs for customer experience and readiness (e.g., time-to-onboard, adoption, ticket trends, satisfaction metrics where applicable), producing executive-ready reporting and insights.
- Drive operational excellence and controls: process governance, documentation, risk-aware procedures, and continuous improvement—ensuring readiness at scale in a regulated environment.
- Lead and develop a team (directly or via matrix), setting a high bar for execution, client obsession, and cross-functional collaboration.
Required qualifications, capabilities, and skills
- Experience in business operations, customer experience, product operations, change management, implementation/onboarding, or service delivery
- Proven ability to lead cross-functional programs with senior stakeholders and complex dependencies.
- Strong customer-facing communication skills—able to translate technical/product change into clear adoption narratives and decision points.
- Experience building operating models and scalable processes (playbooks, governance, metrics, continuous improvement).
- Strong analytical mindset with comfort using data to prioritize, measure outcomes, and influence roadmaps.
Preferred qualifications, capabilities, and skills
- Experience leading EMEA rollouts and working across global operating models and time zones.
- Familiarity with journey mapping, service management/incident communications, and enablement program design.
- Exposure to controls, risk, compliance, and governance expectations in regulated environments.
- Knowledge of digital payments, transaction banking, distributed ledger/tokenization concepts, or enterprise platform onboarding (helpful but not required).
- Experience in fintech, payments, enterprise SaaS, or financial services
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorganChase London, England Office
25 Bank Street, Canary Wharf, London, United Kingdom, E14 5JP
Similar Jobs
Sales • Software • Travel
Full-cycle sales role managing prospecting through close and implementation for FareHarbor reservation software. Build relationships, run demos, negotiate deals, use CRM to track leads, gather market intelligence, meet sales targets, and collaborate with product and marketing teams to drive client conversion and growth.
Top Skills:
CRMFareharborReservation Software
Artificial Intelligence • Big Data • Enterprise Web • Fintech • Software • Financial Services
Lead analyst for project and infrastructure finance transactions, assessing creditworthiness, performing financial statement analysis and modelling, drafting credit reports and committee materials, managing issuer and banker relationships, producing topical research, and representing the firm externally.
Artificial Intelligence • Big Data • Enterprise Web • Fintech • Software • Financial Services
Lead investor outreach and relationship development across Europe to deepen engagement with MDBRS ratings, research, and products. Drive coverage strategy, run investor-focused initiatives and events, track CRM engagement, gather investor feedback, and collaborate with marketing, BD, and analytical teams to increase demand for MDBRS services.
Top Skills:
Salesforce
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
