Verification Improvement Lead
The Verification Improvement Lead sits at the intersection of Product, Technology, Compliance, Operations, Business Intelligence and third-party verification providers, ensuring Evoke's customer verification capability remains compliant, effective and continuously evolving across multiple regulated markets.
The role is responsible for identifying, designing and delivering improvements to customer verification journeys by combining regulatory understanding, analytical thinking and technical awareness. Working across both business and technical teams, the Verification Improvement Lead translates business requirements into practical verification solutions, supports technical implementation, investigates complex issues and drives the continuous optimisation of verification processes.
- Design, review and continuously improve customer verification journeys across multiple regulated markets.
- Translate regulatory, operational and commercial requirements into scalable verification strategies, business rules and customer journeys.
- Identify opportunities to improve customer experience, operational efficiency and verification performance through data-driven analysis.
- Evaluate new verification capabilities, suppliers and technologies, making recommendations that support long-term verification strategy.
- Work closely with Product and Technology teams to deliver verification enhancements through solution design, implementation, testing and business readiness.
- Develop and maintain a strong understanding of verification platforms, provider integrations, APIs, technical workflows and system decision logic.
- Investigate complex verification issues by analysing provider responses, technical behaviour, business rules and operational outcomes, working collaboratively with Engineering and Product teams where required.
- Support incident investigation, root cause analysis and post-implementation reviews to ensure reliable and effective verification services.
- Maintain verification documentation, business rules, standards and operating procedures, ensuring they accurately reflect current processes.
- Ensure verification processes remain aligned with regulatory requirements and internal governance standards across all supported jurisdictions.
- Support regulatory audits, internal reviews and remediation activities by providing subject matter expertise and supporting evidence.
- Promote consistency across verification processes, controls and customer journeys while supporting continuous improvement.
- Monitor verification performance through KPIs, reporting and data analysis, identifying trends, risks and opportunities for improvement.
- Work closely with Business Intelligence teams to define reporting requirements and develop meaningful operational insights.
- Build effective relationships with Product, Technology, Compliance, Operations and third-party verification providers to successfully deliver strategic initiatives.
- Represent Verification Strategy within cross-functional projects, providing subject matter expertise and influencing business and technical decisions.
- Experience working within customer verification, KYC, fraud or another regulated operational environment (required).
- Strong technical aptitude with the ability to understand APIs, system integrations, data flows and technical workflows (required).
- Excellent analytical and investigative skills, with a structured approach to problem solving (required).
- Experience working collaboratively with Product, Technology, Compliance and Operations teams (required).
- Ability to interpret regulatory requirements and translate them into practical business and technical solutions (required).
- Strong written and verbal communication skills, with the ability to communicate effectively across technical and non-technical audiences (required).
- Ability to manage multiple priorities and work independently within a fast-paced environment (required).
- Experience within online gaming or another highly regulated industry (nice-to-have).
- Experience working with third-party verification providers and customer verification technologies (nice-to-have).
- Knowledge of SQL or experience analysing data to support investigations and decision making (nice-to-have).
- Understanding of UKGC, MGA, DGA, SGA, ADM, GIB or other relevant regulatory frameworks (nice-to-have).
- Experience supporting technology implementations, system enhancements or change initiatives (nice-to-have).
- Competitive Salary and Bonus Schemes.
- Hybrid Working: Employees can work from home up to 80% of the time with 20% of office time built in.
- Comprehensive healthcare insurance, dental care, travel insurance and life insurance.
- Health & Wellbeing allowance which can be used towards gym and fitness memberships, fitness clothing and equipment, consultations with a dietitian, massages and select treatments or items for your home office.
- Free access to Wellness Cloud; a tool to help encourage greater wellbeing through online coaching, webinars, videos and online resources.
- Volunteer Time Off Programme: 20 days paid leave you can avail after your first year of employment to volunteer at an organisation online, locally, or abroad.
William Hill International is the international (non-UK) arm of the William Hill betting and gaming brand, owned by Evoke plc (formerly 888 Holdings). It operates online sports betting and casino products across regulated markets outside the United Kingdom, with its main operational base in Malta. William Hill, one of the best-known names in British bookmaking, was founded in 1934 and acquired by 888 in 2022. The international division focuses on the technology, trading and operations that support William Hill's online business in Europe and beyond.