At Finova, our technology powers one in every five mortgages in the UK. But it’s the people behind the platform who make that possible.
In our Inside Finova series, we’re shining a light on the talented individuals working across our teams and the experience they bring to supporting our customers.
In this edition, we speak to Kenza Zouari, Senior Customer Success Account Manager, about her role working with specialist lenders, the journey that brought her to Finova, and what it takes to deliver great customer outcomes in a fast-moving, highly regulated market.
Tell us a bit about your role at Finova — what does a typical day look like for you?
I work with clients within our specialist portfolio, ensuring they are successful in achieving their strategic objectives through the effective use of Finova’s technology.
Around 90% of my role is client-facing, which means no two days are ever quite the same. I typically spend several days each month on site with clients, focusing on maintaining alignment on agreed outcomes and delivering a consistently high standard of service.
When I’m not in the field, I’m coordinating ongoing workstreams, reviewing progress against our commitments, and staying closely connected with clients to maintain strong engagement and maximise satisfaction.
What experience did you bring into Finova, and how does it shape the way you support customers today?
Before joining Finova, I spent six years at a B2B SaaS company in the intermediary mortgage space, where I joined during its early stages and built the Customer Success function from the ground up. That experience gave me a deep understanding of the mortgage market and how intermediaries operate, while partnering with senior client teams to shape and support technology adoption and change in complex, regulated environments.
Prior to that, I spent over ten years in investment banking, supporting financial institutions and other clients across sales and risk advisory activities. My work focused on helping clients execute complex transactions within a highly demanding and fast-moving environment.
Across both finance and technology, my roles have always centred around client-centricity, building a strong understanding of clients’ operating models and delivering positive outcomes efficiently and to the highest standards. That mindset continues to shape how I support Finova’s customers today.
What types of customers do you work with, and what challenges are they typically trying to solve?
I primarily work with lenders operating in the specialist mortgage market, including areas such as buy-to-let, bridging and Islamic finance, where products and cases tend to be more complex.
In the highly competitive UK market, these lenders are focused on differentiating themselves in the eyes of intermediaries by offering smoother and more efficient financing journeys. That requires technology that allows brokers to submit cases effortlessly, while also enabling case managers and underwriters to maximise productivity and focus on what they do best: making high-quality lending decisions.
What do you think customers value most about having a dedicated Customer Success Manager at Finova?
As Customer Success Managers, we act as both the internal voice of our clients and Finova’s window into their strategic priorities and ways of working.
The insights we gather, alongside the strong understanding we build of each client’s operating model, allow us to advocate effectively within Finova and support more informed decision-making. Ultimately, our role is focused on driving positive customer outcomes.
We recognise that every client is different, with their own identity, operating model and risk appetite. Our role is to tailor our approach accordingly, communicating transparently along the way, whether that means celebrating successes or constructively working through challenges together.
What does “great customer success” look like in a regulated environment like mortgages and savings?
In a regulated environment like mortgages and savings, great customer success is about balancing progress with control.
It means helping clients advance their strategic objectives through a structured, carefully planned and well-documented approach, while also remaining agile enough to respond to changes driven by investors, evolving risk appetites and wider financial market conditions.
What’s one thing Finova does differently when it comes to supporting customers?
One thing that stands out is the depth of industry expertise that shapes how we support our customers. The support we provide goes well beyond the technology itself.
We’re not just a technology provider. We bring a strong understanding of lending and savings, which allows us to share relevant insights, content and subject-matter expertise with our clients when it matters most. This creates more meaningful conversations around the strategic objectives they want to achieve through our platform.
What attracted you to Finova originally, and what’s kept you here?
What originally attracted me to Finova was its strong position in the market. Powering around one in five mortgages in the UK is a significant achievement, and it was clear there was still plenty of opportunity for continued growth.
The chance to contribute to that growth and make a tangible impact for lenders was a big driver for me.
What’s kept me here is the people and the clients. I work alongside fantastic colleagues, and our clients continually challenge me in the best possible way. I’m also a big fan of our recently refurbished London office. It’s a great space that encourages collaboration and connection.
What advice would you give to someone considering a role in customer success at Finova?
Customer Success offers a genuine opportunity to deliver meaningful impact, both for Finova and for our customers, by working closely with clients on outcomes that truly matter to their business.
It’s a rewarding role, but it also comes with its challenges. It requires a positive mindset, strong customer focus, and the ability to operate confidently in complex environments.
There’s no single path into Customer Success, and I’ve found that diverse backgrounds often bring real value to the role. If you’re motivated by collaboration, problem-solving and helping customers succeed, then it’s definitely worth keeping an eye on opportunities at Finova.
Customer success sits at the heart of Finova’s approach to supporting lenders, ensuring our technology continues to deliver value long after implementation.
As Kenza’s experience shows, it’s the combination of industry expertise, strong partnerships and a shared focus on outcomes that helps our customers succeed.
Stay tuned for more stories in our Inside Finova series as we continue to introduce the people behind the platform.
If you’d like to learn more about working at Finova, explore our current opportunities on our careers page.
