Head of Strategy and Transformation

Department: Transformation

Employment Type: Permanent

Location: London

Reporting To: Callum Smith

Description

YouLend's Operations function is undergoing significant transformation over the next 2-3 years, and we are looking for a Head of Strategy & Transformation to lead it. Reporting directly into the VP of Operations, this is a newly defined, senior role enabling the delivery of our target operating model.

The role has line management responsibility of a team of analysts, delivering on continuous improvement, business operations support and change readiness. You will own the strategic roadmap for how Operations evolves, govern the portfolio of cross-functional change initiatives, and act as the critical translation layer between frontline operational needs and our Technology/Engineering teams - converting real business problems into clearly defined requirements and a prioritised delivery backlog. You will work closely with the Director of Operations and their leadership to ensure change is prioritised, resourced, and delivered in a way that moves Operations toward its target state.

Key Responsibilities

• Own and continuously evolve YouLend's 2-3 year Operations Target Operating Model (TOM), including current-state diagnostics, target-state design and a sequenced delivery roadmap.
• Own governance of the cross-functional change portfolio: prioritisation, business case standards, stage-gating and benefits tracking for all technology-dependent or cross-functional initiatives.
• Partner closely with Engineering/Technology to translate frontline colleague pain points and business needs into clear, prioritised requirements and user stories, owning backlog prioritisation jointly with Technology product owners.
• Lead the innovation pipeline for Operations, identifying and piloting automation and efficiency opportunities (e.g. chatbots, workflow automation) and graduating successful pilots into the wider change portfolio.
• Own change adoption for major initiatives, including stakeholder communication, training and embedding, so delivered change lands effectively.
• Use Operations performance data to assess whether the TOM is landing and articulate anticipated and realised benefits via coherent tracking systems.
• Represent the VP of Operations in Technology roadmap and prioritisation conversations, ensuring the Operations change agenda is appropriately resourced.
• Define and maintain a clear operating agreement (RACI) with Engineering covering backlog prioritisation versus delivery sequencing and capacity.

Skills, Knowledge & Expertise

• Proven experience leading strategy, transformation or portfolio/programme management within an operations environment, ideally in financial services, fintech or a regulated, high-growth business.
• Strong track record of translating business and operational requirements into technology-delivered outcomes, including direct experience working with Engineering/Product teams.
• Strong leadership capability of bot direct teams and cross-functional leadership.
• Strong analytical and problem-structuring skills, able to use operational and performance data to inform prioritisation.
• Experience designing target operating models, spanning organisational, process and technology dimensions.
• Excellent stakeholder management and communication skills, credible operating at senior leadership level.
• Comfortable with ambiguity, ready to roll sleeves up and get into the detail.
• Experience leading and developing a small, high-performing team of analysts/business analysts.

Job Benefits

Why join YouLend?

• Award-Winning Workplace: YouLend has been recognised as one of the "Best Places to Work in 2024, 2025 and 2026" by the Sunday Times for being a supportive, diverse, and rewarding workplace.
• Award-Winning Fintech: YouLend has been recognised as a "Top 250 Fintech Worldwide" company by CNBC.

It's just getting fun:

• We have developed powerful solutions, won some significant partnerships, and are growing at a rapid pace.
• But the global opportunity is still massive, and YouLend is a raw organisation where we are only just getting started.

Lots of upsides:

• High-growth (>100% growth during 2022 and 2023), so clear outlook to compensation (bonus or share option appreciation) and career growth (through growth with business).
• Well-capitalised with supportive private equity backing.
• Part of Banking Circle Group with a fully licensed Luxembourg bank, which can provide a balance sheet and support European expansion in otherwise complex regulated markets.

Motivating work environment:

• A high-quality team that pushes each other to succeed through direct feedback and aligned incentives.
• Strong and transparent team culture, we have each other's backs.
• Independent work environment where results matter.
• Data-driven culture and emphasis on speed (anti-red tape).

We offer a comprehensive benefits package that includes:

• Stock Options
• Private Medical insurance via Vitality and Dental Insurance with BUPA
• EAP with Health Assured
• Enhanced Maternity and Paternity Leave
• Modern and sophisticated office space in Central London
• Free Gym in office building in Holborn
• Subsidised Lunch via Feedr
• Deliveroo Allowance if working late in office
• Monthly in office Masseuse
• Team and Company Socials
• Football Power League and Yoga Club

At YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.