Finova has promoted Richard Marsh to the role of chief customer officer.
The move is the latest in a series of senior appointments at the firm, following the naming of Rowan Clayton as chief product officer, Hamza Behzad as business development director, and Sebastien Mrotzek as operations director.
Marsh (pictured), who has served as chief operating officer for the past four years, has been a key figure in strengthening Finova’s relationships with lenders and building societies during a period of sustained growth for the business.
EXPANDED RESPONSIBILITIES
He now takes on a remit that includes shaping the company’s customer strategy and ensuring that all parts of the organisation are aligned to deliver measurable value to clients.
A central part of Marsh’s new role will be to lead Finova’s newly created customer success function. This team will bring together account management, support, implementation, and customer insights under a single umbrella, with the aim of improving client retention and deepening long-term relationships.
He will also spearhead executive sponsorship across the client base, supported by a new group of customer success directors tasked with maintaining high-level engagement and driving collaboration across all touchpoints.
Alongside his expanded responsibilities, Marsh will continue to work closely with operations director Sebastien Mrotzek to ensure customer delivery and operational performance remain tightly integrated.
The leadership reshuffle comes as Finova supports nearly 20% of all UK mortgages and handles more than £50bn in annual originations. The firm said the changes reaffirm its ambition to offer secure and customer-focused digital solutions for financial institutions.
Marsh said: “I’m incredibly excited to take on the role of chief customer officer. At Finova, we’ve been on a transformative journey, and our customers have always been at the centre of everything we do.
“My focus will remain on driving their success by delivering best-in-class solutions that meet their evolving needs. Finova is in a strong position to support lenders and brokers with innovative technology, and I’m looking forward to leading this next chapter of growth and customer excellence.”
Paraag Davé, executive chairman at Finova, added: “Richard’s dedication and leadership have been instrumental in Finova’s success to date.
“His commitment to understanding and addressing our customers’ needs has strengthened our partnerships and ensured our solutions remain market leading.
“As chief customer officer, Richard will continue to play a vital role in our mission to empower financial institutions with technology that delivers exceptional outcomes.”
