Head of Customer Experience

The Nottingham; Nottingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A mutual financial institution in Nottingham is seeking a Head of Customer Experience to lead initiatives that ensure outstanding experiences for members. In this role, you will develop customer strategies, manage customer insights, and work collaboratively across departments to foster a customer-first culture. The ideal candidate will possess strong leadership skills and a background in customer success, particularly in financial services. Competitive salary and benefits are offered, including opportunities for personal development.

Benefits

Competitive salary

Annual discretionary bonus

Bupa healthcare

Car allowance

29 days annual leave plus bank holidays

Enhanced family leave

Work/life balance initiatives

Mental health support

Volunteer leave through the Samuel Fox Foundation

Qualifications

• Strong leadership capabilities.
• Demonstrated ability to build strong relationships.
• Expertise in leading a customer success function.
• Problem-solving and conflict resolution skills.
• Experience in financial services would be desirable.

Responsibilities

• Lead the development and execution of customer strategies.
• Own the voice-of-the-customer strategy.
• Drive insight-led improvements through research and data.
• Partner across departments to ensure customer voice shapes journey.
• Stay ahead of customer experience trends.

Skills

Strong leadership capabilities

Demonstrated ability to build strong relationships

Expertise in leading a customer success function

Problem-solving and conflict resolution skills

Experience in financial services

Job description

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About The Role

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 [email protected]

We're hiring a Head of Customer Experience!

We're looking for a forward-thinking Head of Customer Experience to lead our organisation-wide focus on delivering outstanding experiences for our members.

You'll be a critical influencer in shaping a truly customer-obsessed culture. You'll work closely with third-party partners and bring fresh, innovative ideas to continuously enhance the customer experience.

In this role, you'll embed a truly human-centred approach across all customer touchpoints, driving operational excellence, regulatory compliance, and fair outcomes. You'll lead a multi-skilled team, champion continuous improvement, and use insights to transform customer journeys across all channels.

Working closely with the Customer Director, you'll help bring our customer-first vision to life.

Responsibilities

Customer Strategy

• Lead the development and execution of customer strategies that drive satisfaction, engagement, and long-term value.
• Embed customer-first thinking into digital, operational, and service delivery across all functions.
• Align customer experience initiatives with business goals, transformation programmes, and regulatory expectations, while influencing senior leadership through actionable insights.

Customer Experience Management

• Own the voice-of-the-customer strategy, including journey mapping and satisfaction measurement.
• Champion an empathetic, human-centred culture across all customer touchpoints, embedding Consumer Duty principles into service design.
• Act as a senior escalation point for complex customer cases, ensuring fair outcomes and regulatory compliance.

Customer Research, Insights & Analytics

• Drive insight-led improvements through research, data, and collaboration with internal teams, including complaints and customer labs.
• Use customer and market insights to inform product, service, and marketing strategies, keeping the organisation ahead of changing expectations.

Cross-Department Collaboration

• Partner across marketing, product, sales, and operations to ensure the customer voice shapes every stage of the journey.
• Influence policy and strategic decisions by representing customer outcomes at senior leadership and regulatory forums.

Continuous Improvement

• Stay ahead of customer experience trends and continuously push for smarter, more innovative service solutions.
• Lead the implementation of improvements that enhance support, efficiency, and customer satisfaction.

About you

• Strong leadership capabilities
• Demonstrated ability to build strong relationships and effectively influence stakeholders at all levels of management and leadership within the organisation.
• Expertise in leading a customer success function
• Problem-solving and conflict resolution skills
• Experience in financial services would be desirable

Reward & Benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Bupa healthcare, car allowance, 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 Together

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 Us

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 team, 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 The 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.