Strategy and Operations Manager, Cleo AI
Customer Experience
£70-95k
+ Equity
More information about location
AI personal finance assistant
Posted today
AI personal finance assistant
201-500 employees
Posted today
£70-95k
+ Equity
More information about location
201-500 employees
Company mission
To change the world’s relationship with money.
Role
Who you are
- 3+ years in strategy & operations, consulting, or a similar high-performance environment
- Experience driving process improvement and delivering measurable operational impact
- Strong analytical skills and confidence working with data to identify opportunities and quantify results
- Excellent stakeholder management skills, with the ability to influence across teams and levels
- A structured, proactive, high-ownership mindset with a strong bias for action
- Experience in high-growth tech is a plus; exposure to Customer Experience or Support is even better
What the job involves
- We’re looking for a Strategy & Operations Manager to help scale Cleo’s Customer Experience organisation into a faster, smarter, more strategic function
- You’ll sit at the intersection of CX and Strategy & Operations, building the systems, processes, and insight loops that make support more efficient, more scalable, and more connected to the wider business. From forecasting and channel strategy to workflow redesign and vendor strategy, you’ll turn customer pain points into operational improvements and strategic action
- This is a high-impact role for someone who thrives in ambiguity, loves solving complex problems, and knows how to build from zero to one
- Define and execute the CX operations strategy, aligning people, processes, tooling, and partners to Cleo’s growth goals
- Build scalable operating frameworks that improve efficiency, quality, and speed across support
- Redesign workflows to reduce friction, remove manual work, and improve resolution times
- Own forecasting and capacity planning to ensure we have the right coverage at the right time
- Assess channel mix and vendor strategy to build the right foundations for scale
- Establish a strong voice-of-customer loop, turning customer insight into action across the business
- Lead high-priority operational projects end-to-end, from diagnosis through execution
- Partner cross-functionally with Product, Engineering, Data, and CX leadership to drive change
- Provide clear, data-led recommendations to senior stakeholders and influence key decisions
Salary benchmarks
Our take
People are increasingly not satisfied with the products being offered by traditional banks, which have proven slow to react to the needs of younger consumers who expect more from their everyday experiences.
Cleo was one of the first companies to make great use of chatbots that sit within Facebook's messenger app. This chatbot-first approach and Gen Z user base have given it strong virality. It now has millions of registered users, 99% of which are based in the US, leading to a decision to take a year break from the UK market to focus on its US Gen Z customers. And after a successful year in the US its now eyeing up a return to the UK.
Its Series C funding will help the company to double down in the US, where it will make a significant increase in employee headcount, and enable Cleo to maintain and expand its service during an economic downturn.
Financial advice delivered via bots is a crowded space, so Cleo benefits from having a strong brand presence. It has gone for very bold, fun, Gen Z-focused messaging which helps it to stand out from competitors such as Emma, Plum, and Chip.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jun 2022
$80m
SERIES C
Dec 2020
$44m
SERIES B
Total funding: $137.5m
Company benefits
- Meaningful equity with early exercise, plus top-ups on promotion
- Up to 26 weeks’ parental leave
- Paid 1-month sabbatical every 4 years
- Comprehensive health, dental & vision insurance
- Pension/401K match up to 6%
- Learning & development budget
- Mental health support via Spill
- Flexible working for a healthy work–life balance
- Work remotely from one of our hiring locations, with a hybrid option in our London office (1+ day/week)
- Annual company off-sites
- Company-wide performance reviews every 6 months
- Clear progression plans with opportunities to lead, grow, and challenge the status quo
- We’ll cover your OpenAI subscription
Company values
- Make it Happen - Own the outcome. Lend a hand, take a hand. Fast execution.
- No bullsh*t - Intellectually honest. Go hard on problems, not people. Data-backed decision making.
- Learn at Speed - Jump in and figure it out. Dig deep, do it right. Learn what matters.
- Bring Good Vibes - Read the room, lift the room. Show up for others. Keep it real, keep it positive.
Company HQ
London, UK
Leadership
Barnaby Hussey-Yeo
(Founder & CEO)Previously a Data Scientist at Wonga, one of the companies that pioneered the smart use of data for loan decisions. Joined Entrepreneur First where Cleo was formed.
Diversity, Equity & Inclusion at Cleo AI
- We’ve set up an internal committee of truly passionate people that are dedicated to ensuring Diversity and Inclusion is embedded in how we all operate as a team. We agree on meaningful actions, and get on with implementing them. We have three main focuses right now, which are:
- 1) Improving SocioEconomic diversity across the company
- 2) Increasing the number of women in Leadership roles
- 3) More community outreach
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