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- Tasks: Lead a dynamic team to enhance customer experience across all channels.
- Company: Thriving independent mutual in the banking sector.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Shape the future of customer experience and make a real impact.
- Qualifications: Strong leadership skills and experience in financial services.
- Other info: Join a supportive culture focused on excellence and community.
The predicted salary is between 48000 - 96000 £ per year.
Location: Hybrid / Cambridge, UK
Job type: Permanent / Full-time
Sector and subsector: Banking & Financial Services | Banking
Annual Fixed Salary: £80,000.00
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.
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.
Head of Customer Experience in Cambridge employer: Hollybank Trustees Ltd
Contact Detail:
Hollybank Trustees Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in Cambridge
✨Tip Number 1
Network like a pro! Reach out to people in the banking and financial services sector, especially those who work in customer experience. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience leadership. Think about how you can showcase your tenacity and people-focused approach, as these are key traits for the role.
✨Tip Number 3
Showcase your passion for customer-centric culture! During interviews, share specific examples of how you've improved customer outcomes in previous roles. This will demonstrate that you’re the right fit for leading a team focused on excellence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Head of Customer Experience in Cambridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Head of Customer Experience role. Highlight your leadership experience and any customer-centric projects you've led, as this will show us you're the right fit for our team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background in financial services makes you the perfect candidate. Be genuine and let your personality come through!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your impact on customer experience. Use metrics where possible to quantify your success, as this will help us see the value you can bring to our organisation.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application gets to the right people quickly and allows us to keep track of all applicants efficiently. Plus, it’s super easy to do!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends and best practices in customer experience, especially in the banking sector. Be ready to discuss how you can apply these insights to improve outcomes and meet customer expectations.
✨Showcase Your Leadership Skills
As a Head of Customer Experience, you'll be leading a team of around 60 people. Prepare examples of how you've successfully developed teams in the past, fostered a customer-centric culture, and driven performance improvements.
✨Be the Voice of the Customer
Think about how you can effectively represent the voice of the customer in your interview. Share specific instances where you've used customer feedback to influence change and enhance service delivery.
✨Understand the Business Goals
Familiarise yourself with the company's retail funding ambitions and how customer experience plays a role in achieving those goals. Be prepared to discuss strategies for improving acquisition, retention, and overall customer engagement.
