Customer Experience Manager

Join one of the UK's fastest growing and award-winning banks.

We are a team of ambitious, passionate, hardworking, and committed people who have successfully created and launched one of the UK's newest specialist property finance banks. As we embark on an exciting journey of growth, we are seeking exceptional new team members who possess both the ambition and drive to contribute to our vision. At GB Bank, we believe that career progression should not only be achievable but accelerated, enabling our employees to reach their potential in a supportive and dynamic atmosphere.

Our environment is fast-paced and collaborative, where your efforts are recognised, rewarded, and make a tangible impact. We take pride in fostering and open and inclusive culture that not only embraces change but also encourages continuous learning and professional development.

own the end-to-end customer experience across GB Bank’s direct and outsourced journeys, ensuring customers receive simple, consistent, scalable, fair and brand-aligned service across Savings, Capital Markets and Lending. The role provides first-line ownership of customer journeys, service standards, complaints, vulnerable customer arrangements, Consumer Duty outcomes, customer insight and continuous improvement, and ensures customer and regulatory requirements are embedded in products, processes, systems and change.

• Own and continuously develop GB Bank’s end-to-end Customer Experience framework across Savings, Capital Markets and Lending, covering both insourced and outsourced customer journeys.
• Create and embed one consistent GB Bank service standard across products, channels and delivery partners, aligned to the Bank’s brand principles of simple journeys, clear ownership, clear communications, aligned channels, repeatable controls and measured outcomes.
• Own customer journey mapping from onboarding/origination through servicing, change, complaints, financial difficulty/arrears where applicable, closure and exit; identify pain points, control gaps and opportunities for simplification.
• Set requirements for customer communications, service procedures, documentation governance and quality assurance so customers receive clear, fair and consistent treatment regardless of product or delivery channel.

• Act as first-line owner for customer-outcome monitoring across the end-to-end journey, establishing MI, thresholds and evidence to identify whether customers are receiving good outcomes.
• Lead the operational implementation and ongoing embedding of Consumer Duty within Customer Experience, including outcome monitoring, actions, evidence and input to the Bank’s annual Consumer Duty assessment/Board reporting.
• Own the operational framework for identifying, recording, supporting and monitoring customers in vulnerable circumstances and ensure reasonable, consistent support is embedded across direct and outsourced channels.
• Partner with Product and Compliance to ensure customer support and communications remain appropriate through the product lifecycle and that foreseeable customer harm is identified, addressed and evidenced.

• Own the full complaint lifecycle and operational complaint framework, carry our full investigations, prepare written responses in line with internal procedures, FCA regulations, DISP rules, FOS guidelines and Consumer Duty Principles.
• Act as a key escalation point for complaints, providing guidance and support to the wider team
• Manage FOS liaison/referrals, redress and remediation tracking, MI, root-cause analysis and closure of systemic issues.
• Ensur…