Programme Director (Zaidi)

Client Success Lead @ Ikigai Digital Who are we? We are a boutique Financial Services consultancy however we reject the conventional "consultant-client" script, we are partners with a shared responsibility for outcomes. We put focus on cultural transformation within the client's business and put high emphasis on transparency when we disagree. Sustainable solutions and sustainable ways of working are non-negotiable for us. In summary we live by our values and our Ikigai ways with our clients. What do we do? At Ikigai, we specialise in helping clients build, launch, and run successful digital banks. At our core, we are passionate about solving the challenge of creating innovative and reliable financial services that benefit both clients and consumers. Our expertise is built on delivery, and we work side by side with our clients to help them build outstanding digital banks. Role Overview The Client Success Lead (CSL) is one of the most senior representatives from Ikigai to a client. The role is accountable for all engagements and interactions on an account, ensuring agreed KPIs, OKRs and delivery outcomes are met. The CSL owns the overall client relationship and acts as the primary leadership interface between Ikigai and the client. You will provide strategic direction, commercial oversight and delivery leadership, ensuring strong alignment between client objectives, delivery teams and Ikigai’s ways of working. This role is positioned as a potential future successor into Ikigai’s senior client and delivery leadership. Over time, there is scope to grow into a broader executive role with responsibility across multiple strategic client relationships and overall client success. You will be expected to demonstrate strong leadership qualities, including commercial acumen, clear communication and cultural stewardship, setting the tone both internally and with clients. Key Responsibilities Client Leadership and Relationship Management Act as Ikigai’s senior point of contact for the client account, owning executive-level relationships. Build and maintain trusted relationships with senior client stakeholders across business, product and technology. Provide clear visibility to both client and Ikigai leadership on account health, progress, risks and delivery outlook. Set expectations, manage difficult conversations and protect delivery outcomes when trade-offs are required. Commercial and Strategic Ownership Hold accountability for the commercial performance of the account, including pricing, margin, utilisation and investment decisions. Own and track all KPIs, OKRs and contractual commitments for the client engagement. Make decisions at Master Services Agreement level where required, balancing commercial and delivery considerations. Support client growth through pre-sales, shaping new opportunities and sustainable engagement models. Delivery Oversight and Governance Provide senior oversight across delivery teams to ensure execution aligns with agreed outcomes and priorities. Support delivery leadership to identify, escalate and resolve risks impacting delivery or client confidence. Ensure delivery plans are realistic, well-governed and actively managed. Champion Ikigai’s delivery standards and cultural principles within client engagements. Leadership, Culture and Growth Act as a role model for Ikigai’s leadership behaviours, values and ways of working. Play a key role in shaping and developing Ikigai’s Client Success and Engagement function as the business scales. Contribute to the development of senior CSL capability and a strong client-facing leadership community. Develop a deep understanding of Ikigai’s economics, including pricing, margin, utilisation and delivery trade-offs, and apply this to drive sustainable growth and long-term client partnerships. What We Need From You Proven experience in senior client leadership, account management or client success roles within a technology or consultancy environment. Strong commercial acumen, with experience managing pricing, margin and delivery trade-offs. Confidence engaging senior stakeholders across both technical and non-technical audiences. Experience operating in complex, multi-team delivery environments. Comfortable owning outcomes, making decisions and holding teams to account. Experience in financial services or regulated environments is beneficial. Ability to operate effectively in a remote-first organisation, with some travel as required. So why Ikigai Digital? 👩🏻‍💻👨🏻‍💻We’re looking to grow our global team by bringing on board creative and proactive individuals to support our global growth and expanding clients in 2026 and beyond. It’s a truly exciting time for us right now, with plenty of opportunities to make a real impact within the business and future Digital Banks across the World, helping millions of people. 🌍We’re a remote first company - this allows you to work from wherever you work best but for this role there will be some elements of travel required. Working remotely comes naturally to us at Ikigai Digital and we’re fully set up to help you succeed from the outset. Iki’ means 'to live', we believe that to ‘iki’ is more than a daily commute and precious time away from your family and community. Remote first working is one way in which we can increase our Ikigai. Removing the barriers of “in office” is not just beneficial for our employee’s satisfaction but also serves Ikigai as a company by creating greater efficiency, more geographically and culturally diverse teams, and heightened transparency. 📚There’s open ended career progression here and you’ll be given a $2,000 annual budget for personal training and attending conferences, alongside an industry leading benefits package. 💡 You’ll be joining a startup - this means we operate very differently to larger businesses by trying to remove as much painful process as possible, allowing you to flourish and succeed - why would we hire you for your creativity and then proceed to hold you back. Ikigai trusts and empowers people, as opposed to command and control. You have an idea, let us know! You think something could be better, let us know! 💙Transparency and vulnerability are essential for effective collaboration yet also risky, so we promote a safe environment without embarrassing, shaming or punishing team members. Good news or bad, we call it as it is. We share so that there are no surprises and we can learn together. We believe this heightened level of transparency helps us work better together and also gives us a competitive advantage when our customers know that we are all in it together. 🏝️Even though we’re remote and we love it, we often meet up when it suits us, when it’s productive and of course when it’s fun! We find it ideal for celebrating our big wins, for team meetings and for social events AND don’t forget our yearly company-wide get-togethers in the sun too! In 2023 we went to Thailand, in 2024 we visited Portugal and in 2025 we’ve just been to Vietnam!