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- Tasks: Lead a dynamic team to enhance customer experience across all channels.
- Company: Join a thriving independent mutual focused on customer satisfaction.
- Benefits: Competitive salary, hybrid working, and opportunities for personal growth.
- Why this job: Make a real impact on customer experience and community engagement.
- Qualifications: Strong leadership skills and experience in financial services required.
- Other info: Be part of a high-performance culture with excellent career development.
The predicted salary is between 48000 - 112000 £ per year.
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: The Cambridge Building Society
Contact Detail:
The Cambridge Building Society 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 industry, attend events, and connect with potential colleagues on LinkedIn. The more you engage, the better your chances of landing that Head of Customer Experience role.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience. We recommend using the STAR method to structure your answers, showcasing your leadership skills and how you've driven customer-centric initiatives.
✨Tip Number 3
Showcase your passion for customer experience in every conversation. Share insights from your previous roles and how you’ve made a difference. Remember, we want to see that you’re not just a fit for the job, but also a fit for our culture!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and making an impact in customer experience.
We think you need these skills to ace Head of Customer Experience in Cambridge
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer experience shine through. We want to see how you can shape the future of CX and make a real difference for our members.
Highlight Your Leadership Skills: As a Head of Customer Experience, you'll be leading a team of around 60 people. Make sure to showcase your leadership experience and how you've fostered a high-performance, customer-centric culture in your previous roles.
Be the Voice of the Customer: We’re looking for someone who can act as the ‘voice of the customer’. Use your application to demonstrate how you've driven improvements and influenced change in past positions to enhance customer outcomes.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at The Cambridge Building Society
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends and best practices in customer experience. Be ready to discuss how you can apply these insights to improve outcomes and meet expectations in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your ability to foster a high-performance, customer-centric culture and how you've developed team members to achieve their best.
✨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 driven improvements based on customer feedback and how that influenced change.
✨Understand the Business Goals
Familiarise yourself with the company's retail funding ambitions and how customer experience plays a role in achieving those targets. Be prepared to discuss strategies for improving acquisition, retention, and overall customer engagement.
