"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"
- Richard Marsh - Finova
Finova has announced that it has promoted Richard Marsh to chief customer officer (CCO), a move the company says reflects its ongoing focus on enhancing client outcomes and operational performance.
The appointment follows a series of senior leadership changes, including Rowan Clayton as chief product officer, Hamza Behzad as business development director, and Sebastien Mrotzek as operations director.
Marsh, previously chief operating officer, has played a key role in developing and maintaining strong relationships with lenders and building societies over the past four years. In his new role, he will lead a restructuring effort aimed at aligning the business more closely with customer success, operational efficiency, and the evolving demands of the financial services sector.
A central part of Marsh’s remit will involve building and leading a newly formed customer success function. This team will bring together account management, customer support, implementation, and customer insights to focus on long-term value, improved client retention, and deeper partnerships.
Marsh will also head executive sponsorship across Finova’s client base, supported by a team of customer success directors. The goal is to ensure consistent engagement at a senior level, alignment with customer objectives, and integrated collaboration across the portfolio.
In addition to his new responsibilities, Marsh will continue to oversee operational performance alongside operations director Sebastien Mrotzek, helping to maintain tight coordination between service delivery and customer success.
“I’m incredibly excited to take on the role of Chief Customer Officer,” said Richard Marsh, chief customer officer at Finova (pictured). “At Finova, we’ve been on a transformative journey, and our customers have always been at the centre of everything we do."
He added, "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.”
“Richard’s dedication and leadership have been instrumental in Finova’s success to date,” said Paraag Davé, executive chairman at Finova. “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.”
