At a Glance
- Tasks: Lead the transformation of customer journeys and D2C growth at PayPlan.
- Company: Join PayPlan, a mission-driven company focused on financial wellbeing.
- Benefits: Enjoy a supportive culture, personal growth opportunities, and a rewarding career.
- Other info: Be part of a team that values respect and positive change.
- Why this job: Make a real impact on people's lives while shaping customer experiences.
- Qualifications: Proven leadership in customer and D2C strategies, with a passion for empathy.
The predicted salary is between 80000 - 100000 £ per year.
Location: Grantham (Hybrid)
Lead the Future of Customer Journey & Direct-to-Consumer Growth
At PayPlan, we’re on a mission to transform how customers experience financial wellbeing. We’re looking for a visionary Chief Customer & D2C Proposition Officer to shape and deliver a truly customer-led, digitally enabled direct-to-consumer (D2C) journey from first interaction to lifelong engagement.
You’ll define and lead a single, integrated customer and D2C proposition strategy, ensuring every product, service and interaction is insight-led, seamless, commercially effective and aligned to strong customer outcomes.
What you’ll be doing as Chief Customer & D2C Proposition Officer:
- Define and lead a unified customer and proposition strategy
- Elevate brand, narrative, and market positioning
- Use customer, market and commercial insight to drive decisions
- Design and optimise end-to-end customer journeys and propositions
- Own D2C performance (customer outcomes, revenue, conversion, LTV)
- Lead transformation, innovation, and digital capability
- Represent the customer agenda at ExCo and Board level
What We’re Looking For
- An experienced, purpose-driven leader with a passion for delivering outstanding customer experiences and building high-performing D2C models.
- Executive leadership experience in customer, D2C, proposition or product roles
- Proven delivery of end-to-end customer and proposition strategies
- Strong track record in D2C channel development
- Experience in regulated environments (financial services preferred)
- Expertise in customer journey design, insight and commercial performance
- Strategic, data-led, and commercially astute with strong stakeholder influence
Who are PayPlan?
We believe that everyone should be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst enjoying what you do!
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments to assist you in applying, please contact the HR team at PayPlan. Your application matters to us. Every application we receive is manually reviewed by our recruitment team - we do not use AI or automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration.
Chief Customer & D2C Proposition Officer in Grantham employer: PayPlan
At PayPlan, we pride ourselves on being an exceptional employer dedicated to transforming financial wellbeing through a customer-centric approach. Our hybrid work culture in Grantham fosters collaboration and innovation, while our commitment to employee growth ensures that you will have access to professional development opportunities. Join us in making a meaningful impact on people's lives, all while enjoying a supportive environment and a range of employee benefits.
StudySmarter Expert Advice🤫
We think this is how you could land Chief Customer & D2C Proposition Officer in Grantham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they align with customer experience. This will help you showcase how you can contribute to their goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the Chief Customer & D2C Proposition Officer role. Highlight your achievements in customer journey design and D2C strategies to make a lasting impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing passionate candidates who are eager to join our mission at PayPlan.
We think you need these skills to ace Chief Customer & D2C Proposition Officer in Grantham
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your passion for customer experience and D2C growth shine through. We want to see how your values align with ours at PayPlan, so don’t hold back on sharing why this mission matters to you!
Be Insight-Driven:Make sure to highlight your experience with data and insights in your application. We’re looking for someone who can use customer and market insights to drive decisions, so share specific examples of how you've done this in the past.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. We love seeing candidates who take the extra step to connect their experience with what we’re looking for.
Apply Through Our Website:We encourage you to apply directly through our website. This way, your application will be reviewed by our recruitment team personally, ensuring that your unique qualifications are given the attention they deserve. Plus, it’s super easy!
How to prepare for a job interview at PayPlan
✨Know Your Customer Journey
Before the interview, dive deep into understanding the customer journey in financial services. Be ready to discuss how you would enhance each touchpoint and ensure a seamless experience. This shows your commitment to customer-centricity, which is key for the role.
✨Showcase Your D2C Expertise
Prepare specific examples of your past successes in direct-to-consumer strategies. Highlight metrics like conversion rates and customer lifetime value (LTV) to demonstrate your impact. This will help you stand out as a candidate who can drive results.
✨Emphasise Empathy and Respect
Since PayPlan values empathy and respect, be sure to share experiences where you've demonstrated these qualities in your leadership. Discuss how you’ve built teams that prioritise customer wellbeing, aligning with the company’s mission.
✨Prepare Insight-Driven Strategies
Come equipped with insights about current market trends and customer behaviours in the financial sector. Be ready to propose innovative ideas for enhancing PayPlan's D2C proposition. This will show that you’re not just reactive but proactive in shaping the future.
