Head of Community Bank – Consumer Channels

Responsibilities

• Lead one of the UK’s largest customer-facing operations, spanning c.700 branches serving communities across the country
• Play a critical role in delivering the Group’s strategy, shaping how our physical network evolves alongside digital channels and changing customer behaviours
• Set a clear vision, align colleagues behind it and balance long-term strategic ambition with consistent delivery
• Lead through a senior leadership team including Regional Directors and the Head of Customer Experience
• Create a culture where colleagues feel inspired, empowered and focused on delivering strong customer outcomes
• Own the delivery of key business outcomes including commercial performance, colleague engagement and fair customer results
• Partner closely with senior leaders across Community Bank, central business units and external stakeholders

• Proven experience leading large-scale, multi-site customer-facing operations (e.g. retail, banking, telco or similar)
• Demonstrable track record of leading complex transformation programmes in fast-paced, evolving environments
• Experience leading multi-layered senior leadership teams, driving high performance, engagement and cultural change
• Strong commercial and performance leadership, with accountability for financial, operational and customer outcomes
• Ability to influence and align senior stakeholders across a complex, matrix organisation
• Experience with in financial services or a highly regulated environment (desirable)
• Exposure to integrating physical and digital customer channels (desirable)

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This feature helps candidates tailor their applications more effectively — a feature exclusive to Job Tailor job listings.

• customer-facing operations
• transformation programmes
• financial outcomes
• operational outcomes
• customer outcomes
• multi-site management
• performance leadership
• cultural change
• stakeholder alignment
• digital customer channels

• leadership
• strategic vision
• influence
• engagement
• empowerment
• collaboration
• inspiration
• communication
• team alignment
• customer focus