We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do. And you can play your part too – join our dedicated Customer Risk & Strategy team.

How you'll make a difference

In the role of Customer Strategy Lead you will design, deliver and embed the Society's customer strategy including the Society's customer experience strategy.

This is a senior leadership role with accountability for ensuring that customer insight, experience design and measurement frameworks drive meaningful outcomes for customers, support regulatory compliance and deliver against the Society's strategic goals. You'll champion a customer‑led mindset across the organisation and translate insight into practical, measurable improvements.

What will you bring to the role?

Proven experience of leading the development of customer strategy, customer experience strategy and implementing voice of the customer programmes

Ability to think strategically and commercially in a heavily regulated environment

Translating complex data into meaningful and impactful insights to deliver the customer experience strategy

Delivery of customer experience programmes within the financial services sector

Strong, visible people leader who role models, cares, connects and coaches to drive performance, change, positive engagement and deliver against challenging objectives

Accomplished presenter and communicator – including written and verbal skills to influence business strategy and stakeholders

Strongorganisational and time management skills

Ability to innovate and problem-solve using external insight and industry best practice

In return, you'll get the best from us:

Hybrid working – 2 days per week in the office

Annual bonus up to 15%

Matched pension contributions up to 10%

30 days holiday, plus bank holidays and holiday purchase scheme

Colleague Mortgage and Saver products

2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose us? Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.