Lead one of the UK’s largest customer-facing operations, spanning c.700 branches serving communities across the country
Deliver 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, building capability, strengthening accountability and raising performance standards
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

Head of Community Bank – Consumer Channels

Key skills