Head of Community Bank – Consumer Channels

Responsibilities

• Lead one of the UK’s largest customer-facing operations, spanning c.700 branches serving communities across the country.
• Play a critical role in delivering the Group’s strategy, shaping how our physical network evolves alongside digital channels and changing customer behaviours.
• Set a clear vision, align colleagues behind it and balance long-term strategic ambition with consistent delivery.
• Lead through a senior leadership team including Regional Directors and the Head of Customer Experience.
• Create a culture where colleagues feel inspired, empowered and focused on delivering strong customer outcomes.
• Own the delivery of key business outcomes including commercial performance, colleague engagement and fair customer results.
• Partner closely with senior leaders across Community Bank, central business units and external stakeholders.

Requirements

• Proven experience leading large-scale, multi-site customer-facing operations (e.g. retail, banking, telco or similar).
• Demonstrable track record of leading complex transformation programmes in fast-paced, evolving environments.
• Experience leading multi-layered senior leadership teams, driving high performance, engagement and cultural change.
• Strong commercial and performance leadership, with accountability for financial, operational and customer outcomes.
• Ability to influence and align senior stakeholders across a complex, matrix organisation.
• Experience within financial services or a highly regulated environment (desirable).
• Exposure to integrating physical and digital customer channels (desirable).