Customer Strategy Lead

How you'll help us live our purpose

We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do. And you can play your part too - join our dedicated Customer Risk & Strategy team.

How you'll make a difference

In the role of Customer Strategy Lead you will design, deliver and embed the Society's customer strategy including the Society's customer experience strategy.

This is a senior leadership role with accountability for ensuring that customer insight, experience design and measurement frameworks drive meaningful outcomes for customers, support regulatory compliance and deliver against the Society's strategic goals. You'll champion a customer‑led mindset across the organisation and translate insight into practical, measurable improvements.

What will you bring to the role?

-Proven experience of leading the development of customer strategy, customer experience strategy and implementing the voice of customer programmes.

-Ability to think strategically and commercially in a heavily regulated environment.

-Translating complex data into meaningful and impactful insights to deliver the customer experience strategy.

-Delivery of customer experience programmes within the financial services sector

-Strong, visible people leader who role models, cares, connects and coaches to drive performance, change, positive engagement and deliver against challenging objectives.

-Accomplished presenter and communicator - written and verbal skills to influence business strategy and stakeholders

-Excellent organisational and time management skills

-Strong innovation and problem-solving skills using external insight and industry best practice.

In return, you'll get the best from us:

-Hybrid working - 2 days per week in the office

-Annual bonus up to 15%

-Matched pension contributions up to 10%

-30 days holiday, plus bank holidays and holiday purchase scheme

-Colleague Mortgage and Saver products

-2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose us? Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.

We're devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter so we can find out more about your skills and experience. We're committed to supporting you to be at your best - to discuss any reasonable adjustments we could make, please contact us on [email protected].

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About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .