Customer Strategy and Experience Lead in West Bromwich

The Opportunity

As the Customer Strategy and Experience Lead, you will own and evolve the TBUK Customer Services strategy and the enabling capabilities that deliver our customer experience. This includes responsibility for Existing Customer Communications (ECC), Knowledge Management (KM), Change & Continuous Improvement, and Workforce Management Strategy (WFMS). You will partner closely with frontline leaders and control functions to deliver reliable, compliant, and human customer experiences across channels, improve cost-to-serve, and embed measurement and learning into the operating rhythm. You will ensure that service plans and change portfolios anticipate demand, protect customer outcomes, and align with regulatory expectations (such as Consumer Duty, DISP, and vulnerable customers), as well as internal governance.

We offer flexible, hybrid working, typically with two to three days per week in our Bristol Head Office, and the option to work from home on other days. Occasional travel to our Group Head Office in the Netherlands may be required to support collaboration with our international colleagues.

Key Responsibilities

• Design and implement a new TBUK customer service strategy and structure, aligning with the Fit For Impact framework and in collaboration with the Head of Customer Services.
• Develop and maintain a 12–24-month Customer Services strategy and roadmap, setting clear customer experience standards and service design principles, and ensuring alignment with the bank's digital and data strategies.
• Lead continuous improvement initiatives, working with relevant teams to effectively plan, schedule, and embed change, with a focus on increasing customer self-service and reducing low-value contact.
• Lead and work with the existing Knowledge Manager to create a knowledge management support function, including strategy, content lifecycle, and process optimisation, to improve customer service and reduce costs.
• Manage forecasting, capacity planning, and real-time management across all service channels; produce actionable insights and reports to inform decision-making.
• Oversee Customer Communications, ensuring effective alignment with strategy and ensuring regular reviews and updates are performed.
• Act as the main point of contact for compliance activities, coordinate improvement actions, manage third-party contracts, and deputise for the Head of Customer Services as required.
• Line Manage key roles within the Strategy and Experience Team.

What We're Looking For

You will be a proactive leader with significant experience delivering outstanding customer service within financial services at management level. You will bring a solid understanding of banking, compliance, and regulatory requirements, as well as a genuine commitment to making a positive impact and supporting the Triodos mission and values.

Key skills and experience include:

• Proven ability to design and implement effective, multi-channel customer service strategies and frameworks.
• Strong communication skills, able to engage across all levels, including executive and Board audiences.
• Practical knowledge of UK banking regulation (such as Consumer Duty and DISP) and experience translating policy into robust controls and governance.
• Expertise in driving change, leading continuous improvement initiatives, and measuring benefits.
• Hands-on experience in knowledge management and content operations to enhance service delivery.
• Analytical, data-driven approach with experience producing actionable insights and managing performance across channels.
• Confident in adopting new technologies to improve customer service, and skilled in building strong relationships with stakeholders.

If you're passionate about shaping customer experience and delivering positive outcomes, we'd love to hear from you.

What We Offer

In return for your hard work and expertise, you will receive a competitive full time equivalent salary of between £62,000 and £72,000, depending on experience, plus access to our extensive benefits package, where most of our benefits are non-contributory.

• Non-contributory pension scheme offering 8% salary in your first year and 10% salary thereafter.
• Life Assurance (worth 4 times basic pay).
• Income Protection.
• Private Medical Insurance.
• 27 days' holiday (full-time equivalent) plus bank holidays, rising to 30 days after 2 years.
• A buy and sell holiday scheme.
• 1 wellbeing day and £200 wellbeing allowance per year.
• Vitality Leave – a part paid sabbatical of up to 3 months after you've been with us for 5 years, and every 7 years thereafter.
• Company sick pay.
• Health Cash Plan.
• Family Company maternity, adoption and partners' pay including additional leave for premature births.
• 5 days fully paid carers' leave.
• 10 days fully paid fertility leave.
• 10 days fully paid miscarriage leave.
• Cycle to work scheme.
• Refer a Friend scheme.

Our Commitment to Inclusion

At Triodos Bank, we are committed to building a diverse and inclusive organisation. We particularly welcome applications from underrepresented groups and neurodiverse candidates, and we value different career paths and lived experiences.

Please apply as soon as possible if this opportunity is of interest, as we reserve the right to close the vacancy once sufficient applications are received.