Head of Customer Experience

The Cambridge Building Society; Cambridge; On-site; GBP 125,000 - GBP 150,000; Full time

Job description

Location: Hybrid / Cambridge, UK
job type: Permanent / Full-time
Sector and subsector: Banking & Financial Services | Banking
AnnualFixed Salary:£ 80000.00

Step into a role where you can shape the future of customer experience across every channel. As Head of Customer Experience, you’ll lead a team of around 60 people and champion a customer‑centric culture that delivers excellence across our branches, digital channels and contact centre. You’ll be the voice of the customer, using insight and innovation to improve outcomes, meet expectations and support our retail funding ambitions. With responsibility for team development, commercial performance and the evolution of our multi‑channel experience, this is a unique opportunity to influence strategy while making a real difference to our members and community. If you’re a tenacious, people‑focused leader with strong financial services experience, we’d love to hear from you.

Clickhere to view the job description to find out more and apply today.

Clickhere to view The Society Benefits.

Day-to-day responsibilities

• Lead and develop the Customer Experience team, fostering a high‑performance, customer‑centric culture
• Ensure consistently excellent service across all channels by championing CX principles, resolving pain points, and optimising processes and technology
• Act as the ‘voice of the customer’, driving improvements and influencing change to enhance customer outcomes and commercial value
• Deliver retail funding and savings targets, collaborating with key leaders to improve acquisition, retention and overall customer engagement
• Oversee policy, compliance, risk and training within the CE function, ensuring strong governance and a high‑performing, well‑resourced department

Salary and working hours

Starting salary £80,000.00 per annum

Monday to Friday 8:45am - 5:00pm (36.25 hours per week)

Hybrid working, with regular attendance at all of our branches

Come and join a thriving independent mutual, where your contribution will help our customers.

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Do you have the right to work in the UK?

Which of the following applies to you?

Have you ever experienced financial difficulty that resulted in a voluntary agreement, CCJ or bankruptcy?

Do you have any close personal relationships (e.g. family or partners) working in the company?

What are your salary aspirations?

Do you have experience working in a regulated environment?

Do you have experience working in the financial service sector?

What attracted you to this role and The Cambridge?

Courage, Integrity, Community, Expertise and Relevance are The Society's core values. Which two core values best describe you and why?

Are you currently employed by The Cambridge?

How did you hear about this job?

Have you been referred to this job by a current Cambridge Building Society employee? No Yes