Savings Customer Value Lead

The Nottingham; East Midlands; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A mutual savings organization in East Midlands seeks a Savings Customer Value Lead to drive customer-centric change within its Customer Centre of Excellence. The role emphasizes understanding customer needs, influencing strategies, and ensuring effective delivery across various teams. Candidates should possess a strong background in customer experience strategy and the ability to engage stakeholders effectively. This full-time position offers a hybrid working model, promoting work-life balance.

Benefits

Competitive salary

Annual discretionary bonus

Healthcare scheme

29 days annual leave

Professional development support

Two days paid leave for volunteering

Qualifications

• Strong knowledge of CX strategy and design thinking.
• Skilled in interpreting research to drive improvements.
• Experience in CX or service design roles is preferred.
• Ability to engage with stakeholders effectively.
• Customer-focused mindset with resilience in ambiguity.

Responsibilities

• Represent the customer across various functions.
• Use data to identify issues and drive improvements.
• Influence design and advocate for customer clarity.
• Monitor key customer metrics and outcomes.

Skills

CX strategy knowledge

Stakeholder engagement

Research interpretation

Service design experience

Data-driven decision making

Job description

About The Role

New role subject to Consultation

Contract type: Permanent

Hours: Full-time, 35 hours

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact [e-mail]

The Savings Customer Value Lead sits at the heart of our Customer Centre of Excellence, acting as a key voice within its value stream. This hands‑on, delivery‑focused role turns insight into action, influences strategy and delivery, and partners across teams to ensure every change reflects real customer needs. While they don’t own the product or process, they play a key role in how change lands across the journey, driving outcomes that benefit both customers and the business.

Responsibilities

• Be the Customer in the Room
  • Represent the customer across design, delivery, and improvement.
  • Spot key pain points, “moments that matter,” and unmet needs.
  • Challenge decisions that may impact customer outcomes.
• Turn Insight into Action
  • Use research and data to identify issues and drive actionable improvements.
  • Prioritise changes by customer impact and business value.
  • Work with transformation teams to ensure delivery reflects customer needs.
• Drive Customer‑Centric Change
  • Influence design of journeys, propositions, and services.
  • Advocate for clarity, simplicity, and fairness in processes and communications.
• Embed and Align CX Principles
  • Champion CX principles and coach teams on “what good looks like.”
  • Ensure consistent application across change and BAU activities.
• Measure, Track and Align
  • Define and monitor key customer metrics and outcomes.
  • Align with key teams on a coordinated roadmap.

Qualifications

• Strong knowledge of CX strategy, design thinking, and translating insight into clear, customer‑focused recommendations.
• Skilled in interpreting research and customer data to inform decisions and drive meaningful change.
• Track record in CX, service design, or insight roles, improving journeys and delivering customer‑led outcomes; experience in savings/lending and regulatory awareness advantageous.
• Excellent stakeholder engagement, able to work across functions, challenge constructively, and build alignment.
• Puts customers first, uses evidence to guide decisions, understands business context, and navigates ambiguity with resilience.

Reward & Benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• For all full‑time roles we work a 35‑hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About Nottingham Building Society

Together we overcome barriers and shape brighter futures for our customers, colleagues and our communities. We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our colleagues, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.