About the role
Customer Service Strategy & Support is a critical enabling function, ensuring colleagues across our largest customer‑focused operational areas are equipped to deliver consistently strong outcomes for the Group’s members and customers.
We now have the new opportunity to join us as the Senior Manager – Customer Services Strategy and Governance who will play a central part in shaping how Customer Service enables the delivery of our overall Group strategy and our “digital first, human always” mission.
In this role you will develop and support the ongoing development and measurement of the Group Channel Strategy, working closely with colleagues in the Chief Commercial Office and Group Strategy to define the role of each customer‑facing channel, including branches, contact centres, complaints teams and the operational support functions for retail, mortgages and business customers. You will lead on strategic projects and initiatives aligned to the Channel Strategy, contributing to future transformation requirements and ensuring Customer Service needs are reflected in wider change activity.
You will work in close partnership with the Director of Customer Services and the Head of Customer Service Strategy & Support to define and track clear strategic objectives for the function. You will collaborate with Performance and Planning teams to design meaningful metrics, and bring together performance data and senior stakeholder insight to produce high‑quality updates for key governance forums, including the Group Executive and Board.
Additionally, you will design and manage an effective governance framework for Customer Service, including leading the planning and drafting of governance papers and supporting the Director of Customer Service and their leadership team through well‑structured forums and sessions that enable strong decision‑making and delivery against strategic priorities.
This role can operate from our Head Offices in Manchester or Binley, Coventry. Travel to both locations is required and the role follows a team‑led hybrid working arrangement.
Responsibilities
- Develop and support the ongoing development and measurement of the Group Channel Strategy.
- Define the role of each customer‑facing channel and the operational support functions.
- Lead strategic projects and initiatives aligned to the Channel Strategy.
- Partner with the Director of Customer Services and the Head of Customer Service Strategy & Support to set and track strategic objectives.
- Collaborate with Performance and Planning teams to design metrics and deliver updates for governance forums.
- Design and manage the governance framework, including drafting papers and facilitating decision‑making forums.
Qualifications
- Current or recent senior leadership experience within a customer‑centric operational area.
- Extensive track record of understanding customer needs and making a significant difference to their experience.
- Evidence of creating and delivering against strategic plans.
- Highly persuasive and influential, skilled in managing stakeholders up to Executive level.
- Exceptional communication skills; experience writing effective papers for committees, risk forums or ExCo.
- Well‑organised and able to quickly make sense of large volumes of complex information.
- Ability to communicate complex subjects clearly to a non‑technical audience.
- Good planning, problem‑solving and decision‑making skills.
- Use of analytical tools and frameworks to analyse data and inform decisions.
Experience would be helpful
- Financial services and/or regulated background.
- Experience in managing risk and inputting into risk forums.
Benefits
- 28 days holiday a year plus bank holidays and a holiday buy/sell scheme.
- Car allowance.
- Annual discretionary bonus scheme.
- Personal pension with enhanced contributions.
- Maternity, paternity and shared parental leave.
- Extensive wellbeing support.
- Life assurance (6 times annual salary).
Location
Coventry-Binley Business Park
Equal Opportunity and Disability
We are proud to be a Disability Confident Committed Employer. We offer an interview or assessment to every disabled applicant who meets the minimum criteria for our vacancies. If it is ever impracticable to interview all candidates that meet the essential criteria, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.
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