Personal Banking Director

Location: Greater London

** End Date
** Thursday 26 February 2026
** Flexible Working Options
** Hybrid Working
** Job Description**##
** JOB TITLE**:
Personal Banking Director
** LOCATION(S):
** London, Bristol, Leeds, Cardiff, Edinburgh, Glasgow, Halifax, Manchester, Birmingham##
** HOURS**:
Full time
** WORKING PATTERN**:
Hybrid, 40% (or two days) in an office site##
** About this opportunity
** As Personal Banking Director, you’ll lead the transformation of how millions of customers experience everyday banking. This role sets the strategic direction for a digitally‑led, insight‑driven Personal Banking operation of 4000 colleagues across the UK supporting customers via telephony and mobile messaging — one that redefines what brilliant customer service looks like through seamless journeys, cutting‑edge technology and empowered colleagues.

You’ll provide clear vision, bold leadership and the drive to deliver exceptional customer and commercial outcomes across a complex, multi‑site organisation.

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.##
** Core Purpose of the Role
** This role sits at the heart of transforming how millions of customers experience Personal Banking.

The Person al Banking Director sets the direction for an organisation that aims not just to serve customers - but to redefine what brilliant customer experience looks like in a digital first world.## The Director will:
* Lead a step change in customer service, setting new standards for quality, ease and trust across every interaction.
* Revolutionise our chat and messaging capability, building a premier proposition that blends brand new digital innovation with empowered, expert colleagues.
* Break down silos across channels, shaping seamless, joined up customer journeys that feel intuitive, human and effortless.
* Grow the capability of thousands of colleagues, enabling them to build deeper, more meaningful relationships with customers.
* Deploy automation, digitisation and market leading AI to create a modern, digital first approach to banking — one that feels personalised, predictive and built around customers’ lives.
* Drive end to end transformation of customer journeys, improving experience while dramatically increasing efficiency.

This role sets the pace for the future of Personal Banking.##
** What you'll need
** As a transformative leader, the Personal Banking Director will:
* Set and lead the strategic vision for Personal Banking, shaping customer journeys, commercial priorities and performance outcomes across the business.
* Drive a digital‑first transformation, leveraging technology, AI, IVR and assisted chat to deliver modern, frictionless and differentiated customer experiences.
* Translate market, regulatory and economic insights into a forward‑looking commercial roadmap that strengthens growth, value and competitiveness.
* Lead major change and transformation programmes, partnering closely with Platforms and influencing Group-wide initiatives such as chat & messaging.
* Build a high‑performing, customer‑obsessed workforce, fostering agility, capability, innovation and continuous improvement across thousands of colleagues.
* Ensure operational excellence and sustainability, improving efficiency, managing risk, optimising cost and delivering seamless performance across sites, suppliers and countries.##
** And any experience of these would be really useful
*** Strategic and commercially strong leader with deep Personal Banking expertise and the ability to translate insight into clear direction and momentum.
* Proven driver of digital‑first transformation, turning strategy, data and emerging technologies — including AI and robotics — into meaningful customer outcomes.
* Influential, collaborative communicator who brings people together across functions and levels, with a strong, credible voice for the customer.
* Experienced in leading large, multi‑channel, multi‑site teams, navigating regulatory, operational and customer priorities with confidence and balance.
* Builder of…