Head of Customer Propositions

Monmouthshire Building Society; Cardiff; On-site; GBP 90,000 - 150,000; Full time

Job summary

Monmouthshire Building Society is seeking a strategic Head of Customer Propositions to shape and deliver the customer proposition strategy across products, services and experiences. You will unite customer insight, market intelligence, product development, marketing, brand and PR to attract new customers, deepen existing relationships and strengthen market position.

As a Senior Leadership Team member, you will ensure customer needs drive strategic decisions while balancing commercial goals,

Qualifications

• Strategic and customer-focused leadership experience.
• Proven track record in developing customer propositions within financial services.
• Ability to translate customer needs and market trends into propositions.

Responsibilities

• Define and lead customer proposition strategy aligned to objectives and market opportunities.
• Develop and maintain portfolio of products and propositions for growth and differentiation.
• Identify target customer segments and create tailored propositions for acquisition and retention.
• Lead proposition design from concept to launch using customer insight and performance data.
• Oversee marketing, brand, and PR to communicate customer value propositions.
• Present strategy and growth opportunities to Senior Leadership Team and Board-level forums.
• Build cross-functional relationships to embed propositions across the organisation.
• Establish governance and performance frameworks to monitor outcomes and compliance.

Education

Degree in Business/Marketing/Financial Services/Commercial Strategy

Job description

What will you be doing?

Reporting to the Chief Customer Officer, the Head of Customer Propositions will lead the development and delivery of the Society's customer proposition strategy, ensuring our products, services, and customer experience remain competitive, relevant, and aligned to our long-term growth ambitions. You will bring together customer insight, market intelligence, product development, marketing, brand, and PR activity to create compelling propositions that attract new customers, deepen existing relationships, and strengthen our position in the market.

As a key member of the Senior Leadership Team, you'll work collaboratively across the business to ensure customer needs are at the heart of strategic decision-making, driving innovation whilst balancing commercial objectives, regulatory requirements, and great customer outcomes.

Your key tasks and responsibilities will include:

• Defining and leading the Society's customer proposition strategy, ensuring alignment with business objectives, customer needs, and market opportunities.
• Developing and maintaining a compelling portfolio of products and propositions that support sustainable growth and competitive differentiation.
• Identifying and prioritising target customer segments, creating tailored propositions that drive acquisition, retention, and customer lifetime value.
• Leading proposition design and development from concept to launch, using customer insight, market intelligence, and performance data to inform decision‑making.
• Overseeing the strategic direction of marketing, brand, and PR activity to ensure clear communication of customer value propositions and a strong market presence.
• Presenting customer strategy, proposition performance, and growth opportunities at Senior Leadership Team, Executive Committee, and Board‑level forums.
• Building strong cross‑functional relationships to ensure propositions are successfully developed, implemented, and embedded across the organisation.
• Establishing robust governance, reporting, and performance frameworks to monitor proposition success, customer outcomes, and regulatory compliance.

What type of person will you need to be?

You’ll be a strategic and customer‑focused leader with a proven track record of developing and delivering successful customer propositions, products, or commercial strategies within a financial services environment. Commercially astute and insight‑led, you’ll be able to translate customer needs, market trends, and business objectives into compelling propositions that drive growth and strengthen customer relationships.

You’ll be a credible and influential communicator, comfortable engaging with senior stakeholders, Executive Committees, and Boards, and capable of bringing people together around a shared customer vision. You’ll combine creativity with pragmatism, balancing innovation, commercial performance, operational delivery, and regulatory considerations to achieve positive outcomes for both customers and the Society.

Ideally, you’ll have significant experience within a regulated financial services organisation and a strong understanding of customer behaviour, competitor activity, proposition development, marketing, and brand strategy. A degree in Business, Marketing, Financial Services, Commercial Strategy, or a related discipline is desirable, alongside evidence of continued professional development and a passion for delivering exceptional customer outcomes.