Group Customer Director - London

About the team: OSB Group is currently on a transformation journey and at the heart of this is the outcome and experience we provide to our customers and distributors. The role of Group Customer Director is a critical position, accountable for ensuring that we have a clearly defined and articulated Customer Ambition, Customer Strategy and for ensuring the Groups full adherence with the FCA's Consumer Duty which ultimately will enable delivery of good outcomes for customers. A critical role which is instrumental in ensuring that our business and the decisions we make are driven by the powerful customer understanding and an outside/in perspective into all facets of our business. Please note, this role can be based in our London, Wolverhampton or Chatham (Kent) offices. Our philosophy:Before you read on, we'd like you to know that we're committed to diversity and hope that our employee base reflects the diverse nature of our society. To understand more, please follow: https://www.osb.co.uk/careers/overview/ Our recruitment process can include telephone calls, virtual meetings via Webex and face to face meetings in one of our offices. If you apply for one of our roles, we will be sure to ask you if you require any support with any of these stages. What you will be doing: In this role, you will assume responsibility for identifying and progressing a broad range of related initiatives, spanning all the Group's retail products, services and channels and embedding a customer centric culture across all Group functions and the full customer lifecycle. You will be required to develop highly effective working relationships with key senior internal stakeholders, Group Executive Committee members and the FCA. This will involve management of the Groups Customer team and will further develop the organisational structure and operating model required to deliver an exceptional customer experience and includes a requirement for ongoing travel to the Group's key UK office locations. This truly is a brilliant opportunity that will allow you to have influence and impact across the company. With the foundations already in place, you will be able to take us through the next exciting stage of transformation and create your own agenda in this broad role. Lastly, you'll be able to operate at a strategic level but also have the ability to make a difference right through the value chain. Your responsibilities will include…Accountability for the development and ownership of OSBG Customer Ambition and Customer strategy. This will include the formation of an agreed service proposition and effective channel strategy to guide the business on future direction as we move to a modernised business.Working with business stakeholders to develop and define the future state customer experience in order inform both near- and medium-term change priorities and secure delivery of good customer outcomes. This will include a defined Service blueprint, set of aligned experience standards, principles and policies that guide all our customer outcome and experience activities.Support the Group Managing Director, Mortgages & Savings in ensuring that all SMF responsibilities relating to Consumer Duty are discharged appropriately.Act as the Group's ongoing Sponsor for Consumer Duty, ensuring Consumer Duty adherence is woven into the DNA or the organisation and culturally delivery of good customer outcomes is embedded into day-to-day activities.Drive a customer and continuous improvement ethos to ensure that the Group's approach to delivering good customer outcomes Consumer Duty remains progressive, relevant and at pace with any emerging related regulation.Collaborate with senior leaders to identify key areas of improvement in terms of meeting both customer and Consumer Duty requirements and for developing appropriate strategies to address these.Ownership of the businesses Outcome Monitoring and customer governance so that the Group's customer performance is effective and actively managed with insight driven decisions prioritised for ongoing focus and improvement. In return for your commitment: We offer a base salary dependent on experience of between £160,000 - £185,000 and a competitive benefits package including:£9,000 car allowanceDiscretionary annual bonus opportunity of up to 60%Annual LTIP opportunity of up to 75%Contributory pension (8% employer 5% employee)Life Assurance (4x salary) plus Group Income ProtectionAccess to Private Medical Insurance and Medical Cash PlanMaternity & Adoption Leave - Occupational Maternity/Adoption Pay provided at 100% of salary for the first 26 weeksPaternity Leave - 8 weeks of paid leave to be taken within 12 months of birth or adoptionAdditional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme Could you be the one?We are looking for talented individuals who have the experience and knowledge set out below:Experience in a senior role responsible for implementing the requirements of the FCA's Consumer Duty, ideally within a large and multi-location organisation.Substantial experience of undertaking a senior Customer Champion (or equivalent) position within the financial services sector with organisational responsibility for ensuring strong customer outcomes.Significant experience of undertaking effective Committee level presentations.Experience of managing wide ranging customer related change programmes within a large organisation and preferably within a financial services organisation with an employee base spread across multiple office locations and countries.Previous experience in the design and implementation of customer strategy, customer experience and journey improvement within a complex organisation, preferably specific to mortgage and savings products. What to do nextIf this sounds like you, please apply now! If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you! OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds. As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don't stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress. All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.