We’re reinventing payments.
In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.
Now, over 150,000 customers across four countries choose to transact billions with us every year.
But we’re just getting started.
Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.
The Role
As a key part of a high-performing team, you’ll lead on coordinating both large and small-scale change initiatives, impacting teams across the organisation.
Reporting into the Director of Operational Strategy & Change, you’ll be the link between customer service operations and other teams to ensure operational change is well-controlled. You’ll also drive initiatives to deliver Customer Operations 2025 objectives (Grow Revenue, Protect Revenue and Scale Efficiently) and embed Dojo’s cultural principles.
What you will do...
- Work closely with our Product & Tech teams, other business areas, and third-party suppliers to:
- understand the impact of initiatives on customers and therefore the changes required within the customer service operation
- influence the product development to understand and mitigate any impact on operational resources and processes
- agree the delivery cadence and manage the implementation within the operational teams
- Identify improvements that make it easier for our advisors to resolve customer queries, and upsell products & services
- Understand best practice and emerging customer requirements for customer service and assess whether it’s appropriate for us
What you will bring …
- An established leadership background & change management experience, in dynamic, fast-paced, customer-focussed environments
- A genuine customer-first attitude
- A team player, happy to work as part of a virtual team, collaborating with other internal departments across multiple offices to do the right thing for our customers and business
- Self-motivation and the proven ability to proactively identify improvement opportunities
- A data-driven approach to clearly demonstrate the cost versus benefit of improvement initiatives
- Experience of working with senior stakeholders
- Excellent understanding of operational best practice and current customer service technical solutions
- A naturally collaborative approach with exceptional communication skills
- A strong understanding of, and ability to work in, an agile environment.
Dojo home and away
We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.
That's why we have an office-first culture. This means working from the office 4+ days per week.
With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.
Question: what’s curious, relentless, and customer obsessed?
If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.
If the following speak to you, let’s talk:
- You’re curious. You have a real desire to learn and create.
- You’re relentless. You keep going even when it’s easier not to.
- You’re customer-obsessed. You know how important customers are to what you do.
Diversity, equity, and inclusion at Dojo
From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.
And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.
Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.
If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.
To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.
Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.
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Top Skills
What We Do
Since launching in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 150,000 customers and growing the Dojo team to 1,000+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 1,000 restaurants and 750,000 diners. Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For diners, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast
