A rapidly evolving fintech organisation in Estonia is looking for a Fintech Customer Operations Transformation Lead to redesign operational processes across customer support, onboarding, service delivery, and digital financial operations.

The role is suited to a transformation professional who can combine process engineering, technology, customer experience, analytics, and operational leadership. You will identify inefficient workflows and convert them into measurable, scalable operating models.

Key Responsibilities

• Lead transformation initiatives across customer operations and financial-service workflows.
• Analyse customer journeys to identify friction, delays, duplication, and operational risk.
• Redesign processes around automation, self-service, and digital-first service delivery.
• Work with product and engineering teams to translate operational requirements into technology solutions.
• Establish operational KPIs covering service quality, productivity, resolution times, and customer experience.
• Identify opportunities for intelligent automation and AI-assisted customer operations.
• Develop standard operating procedures and scalable operational frameworks.
• Coordinate implementation of new customer-service technologies and workflow platforms.
• Analyse operational data to identify recurring customer issues and process weaknesses.
• Lead continuous-improvement programmes across multiple operational teams.
• Support change management, stakeholder communication, and adoption of new processes.
• Present transformation progress and business-impact analysis to senior leadership.

Candidate Profile

• 7+ years of experience in fintech, banking, consulting, operations, transformation, or digital services.
• Demonstrated experience delivering large-scale process-improvement initiatives.
• Strong understanding of digital customer journeys and financial-service operations.
• Experience working with workflow automation, CRM, analytics, or customer-service technologies.
• Excellent project-management and stakeholder-management capabilities.
• Strong commercial and analytical judgement.
• Ability to translate complex operational problems into practical solutions.

What Makes the Role Different

This position goes beyond traditional operations management. You will be responsible for redesigning how fintech operations work, using technology and data to create scalable operating models.

Ideal Candidate: A transformation leader who combines strategic thinking with the ability to personally drive complex operational change from concept through implementation.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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