Customer Experience Lead - Nottingham City

Contract type: Permanent

Hours: Full-time, 35 hours

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

The Savings Customer Value Lead sits at the heart of our Customer Centre of Excellence, acting as a key voice within their value stream. This hands-on, delivery-focused role turns insight into action, influences strategy and delivery, and partners across teams to ensure every change reflects real customer needs. While they don’t own the product or process, they play a key role in how change lands across the journey, driving outcomes that benefit both customers and the business.

Here’s a taste of what you will be doing as a Savings Customer Value Lead at Nottingham Building Society:

• Be the Customer in the Room
  • Represent the customer across design, delivery, and improvement.
  • Spot key pain points, “moments that matter,” and unmet needs.
  • Challenge decisions that may impact customer outcomes.
• Turn Insight into Action
  • Use research and data to identify issues and drive actionable improvements.
  • Prioritise changes by customer impact and business value.
  • Work with transformation teams to ensure delivery reflects customer needs.
• Drive Customer-Centric Change
  • Influence design of journeys, propositions, and services.
  • Advocate for clarity, simplicity, and fairness in processes and communications.
• Embed and Align CX Principles
  • Champion CX principles and coach teams on “what good looks like.”
  • Ensure consistent application across change and BAU activities.
• Measure, Track and Align
  • Define and monitor key customer metrics and outcomes.
  • Align with key teams on a coordinated roadmap.

About you:

• Strong knowledge of CX strategy, design thinking, and translating insight into clear, customer-focused recommendations.
• Skilled in interpreting research and customer data to inform decisions and drive meaningful change.
• Track record in CX, service design, or insight roles, improving journeys and delivering customer-led outcomes; experience in savings/lending and regulatory awareness advantageous.
• Excellent stakeholder engagement, able to work across functions, challenge constructively, and build alignment.
• Puts customers first, uses evidence to guide decisions, understands business context, and navigates ambiguity with resilience.

Reward & Benefits:

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development.
• 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.
• 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.

About us:

Together we overcome barriers and shape brighter futures for our customers, colleagues and our communities. 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 colleagues, 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 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.