Customer Experience Manager

About us

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.

In this role, you will:

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.

Key areas of responsibility:

Customer experience strategy, standards & ownership

· 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.

Customer outcomes, Consumer Duty & vulnerability

· 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.

Complaints, FOS, remediation & root cause

· 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.

· Ensure complaints and customer feedback are used as a formal source of insight to improve journeys, controls, products, communications and supplier performance.

· Maintain appropriate oversight of any complaint activity performed by third parties while retaining clear GB Bank ownership of customer outcomes and regulatory accountability.

Customer servicing & regulatory controls

· Ensure customer servicing procedures support applicable AML/KYC requirements, data protection and privacy obligations, FCA conduct expectations and relevant PRA requirements, working with control owners and Compliance.

· Define service requirements for general enquiries, customer communications, document management, vulnerability records, complaint records and arrears/financial difficulty processes where relevant to GB Bank products.

· Ensure customer-contact solutions provide appropriate record keeping, audit trail, access controls, reporting and secure communications, and support appropriate call recording where required.

Insight, MI & governance

· Own the Voice of Customer and customer insight framework, including NPS/customer feedback, verbatim analysis, complaint trends, vulnerability information, service metrics and Consumer Duty outcomes.

· Centralise and standardise customer MI across direct and indirect delivery routes, producing clear management information, themes, actions and escalation for management and governance forums.

· Define CX KPIs and quality measures and use insight to inform service design, customer propositions and future product development.

Change, systems & continuous improvement

· Own the CX improvement roadmap and customer requirements for new products, material service changes, CRM/customer servicing capability, telephony and other customer-facing technology.

· Represent Customer Experience through discovery, requirements, design, testing, implementation and post-implementation review, ensuring regulatory, data, accessibility, customer and operational requirements are built in.

· Ensure changes to outsourced or in-house journeys are assessed end to end so that service standards and customer outcomes remain consistent.

Training, capability & quality assurance

· Design and maintain CX training and competency standards for GB Bank teams and relevant outsourced providers, including Consumer Duty, complaints, vulnerable customers, data/privacy and GB Bank service expectations.

· Establish QA and calibration approaches that provide evidence of service quality, regulatory compliance and consistent customer outcomes across products and channels.

· Build a customer-focused culture in which service failures, complaints and customer harm are identified early, escalated and resolved.

Key responsibilities as a member of GB Bank management

· Provide visible leadership and role model GB Bank values, with a clear focus on good customer outcomes, accountability and constructive challenge.

· Work collaboratively across Operations, Risk & Compliance, Product, Technology, Data, Change and business lines to ensure customer and operational requirements are embedded in decisions and change.

· Maintain effective first-line controls, risk and issue management, audit-ready evidence and timely escalation of material customer, regulatory, operational or supplier concerns.

· Support effective governance and reporting to management and relevant committees, ensuring decisions and actions are clearly owned and tracked.

· Manage resources and expenditure within delegated authority and ensure the function remains appropriately skilled, controlled and scalable.

A bit about you – You are/have:

· Strong senior experience in regulated banking or financial-services Customer Experience / Customer Service, with demonstrable end-to-end ownership of customer journeys and outcomes.

· Deep practical understanding of Consumer Duty, FCA conduct expectations, complaints/DISP and FOS processes, vulnerable customer requirements and customer-outcome monitoring.

· Proven experience in writing formal complaint responses, with a detailed understanding of complaint investigation, FCA complaint handling requirements and resolution processes including preparing FOS complaint files and FOS correspondence.

· Working knowledge of AML/KYC, UK data protection/privacy, operational risk and operational resilience as they affect customer servicing.

· Experience designing and embedding customer standards, QA, MI, Voice of Customer, root-cause and continuous-improvement frameworks across multiple products/channels.

· Experience specifying or implementing customer servicing/CRM/telephony capabilities and translating customer/regulatory requirements into process and technology design.

· Strong stakeholder management, judgement and influencing skills, with the confidence to challenge service or product decisions where customer outcomes could be adversely affected.

Measures of success

· One consistent, measurable GB Bank Customer Experience standard embedded across Savings, Capital Markets and Lending.

· Clear evidence of good customer outcomes, with robust Consumer Duty, vulnerability, complaints and remediation oversight.

· Improved customer journeys and service quality demonstrated through agreed CX MI, feedback, complaint/root-cause trends and quality measures.

· Customer-related regulatory and operational issues are identified early, governed effectively and closed sustainably.

· Customer requirements are embedded in product, supplier and technology change from discovery through implementation.

Regulatory & conduct expectations

· Act at all times in accordance with applicable FCA/PRA requirements, the FCA Conduct Rules, GB Bank policies and delegated authorities.

· Maintain a strong working knowledge of the regulatory requirements relevant to the role and work with Risk & Compliance to translate regulatory change into effective operational controls.

· Take ownership for identifying and escalating actual or potential customer harm, control weakness, regulatory breach, data/privacy incident or operational resilience concern.

What we can offer you:

• 8% company pension contribution and 3% individual contribution (which you can opt to increase)

• 25 days holiday every year plus bank holidays on top

• Private medical cover with BUPA

• Death in service at 4 x base salary with Aviva

• Mental health support - through a helpline and counselling sessions

• Enhanced maternity, paternity and adoption leave

What else do I need to know?

• Location: Mayfair, London (4+ days in the office)

• Salary: Competitive

• Hours: 35 Hours per week

We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates, regardless of their age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity.

At GB Bank, we value privacy and data protection rights. We have longstanding data protection culture and promote robust ethical standards in data management. Please read our Privacy Notice in relation to our recruitment activities before submitting your application to work with us.