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, employee benefits, and opportunities for growth.
- Other info: Be part of a team dedicated to helping those in need.
- 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 Lincoln employer: PayPlan
At PayPlan, we pride ourselves on being an exceptional employer dedicated to transforming financial wellbeing through a customer-centric approach. Located in Grantham, our hybrid work culture fosters collaboration and innovation, while our commitment to employee growth ensures that you will have ample opportunities to develop your skills and advance your career. Join us in making a meaningful impact on people's lives, supported by a range of benefits and a team that values empathy and respect.
StudySmarter Expert Advice🤫
We think this is how you could land Chief Customer & D2C Proposition Officer in Lincoln
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. A personal introduction can make all the difference when you're aiming for a top role like Chief Customer & D2C Proposition Officer.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their mission, values, and recent developments. This will help you tailor your responses and show that you're genuinely interested in making a positive impact at PayPlan.
✨Tip Number 3
Showcase your achievements! Be ready to discuss specific examples of how you've driven customer experience and D2C growth in previous roles. Numbers speak volumes, so highlight your successes with data where possible.
✨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 manually review every application, so you know your effort won’t go unnoticed.
We think you need these skills to ace Chief Customer & D2C Proposition Officer in Lincoln
Some tips for your application 🫡
Get to Know Us:Before you start your application, take a moment to really understand what we do at PayPlan. Familiarise yourself with our mission and values, as this will help you tailor your application to show how you align with our goals.
Showcase Your Experience:When writing your application, make sure to highlight your relevant experience in customer journey design and D2C strategies. Use specific examples that demonstrate your success in these areas to grab our attention!
Be Authentic:We love genuine personalities! Don’t be afraid to let your unique voice shine through in your application. Share your passion for customer experience and how you can contribute to making a positive impact at PayPlan.
Apply Through Our Website:To ensure your application gets the attention it deserves, please apply directly through our website. This way, we can easily track your application and give it the thoughtful consideration it deserves!
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 the role and aligns with their mission of transforming customer experiences.
✨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 resonate well with their focus on D2C performance.
✨Emphasise Empathy and Respect
Since PayPlan values empathy and respect, be sure to share stories that illustrate your ability to connect with customers on a personal level. Discuss how you've handled sensitive situations in the past, showcasing your understanding of their mission.
✨Be Data-Driven
Prepare to discuss how you use data to inform your decisions. Bring examples of how you've leveraged insights to drive customer outcomes and commercial success. This aligns perfectly with their need for a strategic, data-led leader.
