Finova announces the promotion of Richard Marsh to Chief Customer Officer (CCO), marking a significant milestone in the company’s growth journey.
This promotion follows a series of recent leadership announcements, including the appointment of Rowan Clayton as Chief Product Officer, Hamza Behzad as Business Development Director and Sebastien Mrotzek as Operations Director.
Richard Marsh, previously Chief Operating Officer, has been instrumental in building strong relationships with lenders and building societies over the last four years.
In his new role as CCO, Richard will help reshape the structure of the business to focus on enhancing customer outcomes, improving operational efficiency, and ensuring Finova’s solutions continue to evolve with the needs of the industry, to align every aspect of its operations with customer success.
A key part of his role is to establish and lead a newly formed Customer Success function, unifying account management, customer support, implementation, and customer insights into a single, strategic team. This function will be dedicated to delivering value, improving client retention, and nurturing long-term partnerships.
Richard will also lead executive sponsorship across all Finova clients, supported by a newly formed team of Customer Success Directors. Together, they will ensure consistent high-level engagement, alignment with customer goals, and seamless collaboration across the client portfolio.
Additionally, Richard will continue to oversee operational performance in partnership with Operations Director Sebastien Mrotzek, ensuring tight integration between customer success and service delivery.
With Finova now supporting nearly one in five UK mortgages and processing over £50bn in originations annually, this leadership change underscores the company’s commitment to delivering secure, efficient, and customer-centric solutions.
Richard Marsh, Chief Customer Officer at Finova, commented:
"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, commented:
"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."
