Head of Customer Propositions

Reporting to the Chief Customer Officer, the Head of Customer Propositions will lead the development and delivery of the Society's customer proposition strategy, ensuring our products, services, and customer experience remain competitive, relevant, and aligned to our long-term growth ambitions. You will bring together customer insight, market intelligence, product development, marketing, brand, and PR activity to create compelling propositions that attract new customers, deepen existing relationships, and strengthen our position in the market.

As a key member of the Senior Leadership Team, you'll work collaboratively across the business to ensure customer needs are at the heart of strategic decision-making, driving innovation whilst balancing commercial objectives, regulatory requirements, and great customer outcomes.

• Defining and leading the Society's customer proposition strategy, ensuring alignment with business objectives, customer needs, and market opportunities.
• Developing and maintaining a compelling portfolio of products and propositions that support sustainable growth and competitive differentiation.
• Identifying and prioritising target customer segments, creating tailored propositions that drive acquisition, retention, and customer lifetime value.
• Leading proposition design and development from concept to launch, using customer insight, market intelligence, and performance data to inform decision‑making.
• Overseeing the strategic direction of marketing, brand, and PR activity to ensure clear communication of customer value propositions and a strong market presence.
• Presenting customer strategy, proposition performance, and growth opportunities at Senior Leadership Team, Executive Committee, and Board‑level forums.
• Building strong cross‑functional relationships to ensure propositions are successfully developed, implemented, and embedded across the organisation.
• Establishing robust governance, reporting, and performance frameworks to monitor proposition success, customer outcomes, and regulatory compliance.

You’ll be a strategic and customer‑focused leader with a proven track record of developing and delivering successful customer propositions, products, or commercial strategies within a financial services environment. Commercially astute and insight‑led, you’ll be able to translate customer needs, market trends, and business objectives into compelling propositions that drive growth and strengthen customer relationships.

You’ll be a credible and influential communicator, comfortable engaging with senior stakeholders, Executive Committees, and Boards, and capable of bringing people together around a shared customer vision. You’ll combine creativity with pragmatism, balancing innovation, commercial performance, operational delivery, and regulatory considerations to achieve positive outcomes for both customers and the Society.

Ideally, you’ll have significant experience within a regulated financial services organisation and a strong understanding of customer behaviour, competitor activity, proposition development, marketing, and brand strategy. A degree in Business, Marketing, Financial Services, Commercial Strategy, or a related discipline is desirable, alongside evidence of continued professional development and a passion for delivering exceptional customer outcomes.