Head of Customer Services - Savings

BELONG. There’s no place like Principality.

Our home is your home. So, when you decide to join the team, we’ll go further to bring you the warmest of welcomes. From a friendly and inviting environment to a flexible benefit package designed around you – when it comes to belonging, there really is no place like Principality. We keep it flexible wherever possible; we encourage you to look after yourself; we do our bit in the communities we serve and support you in doing the same, and we promise to get better together.

Some reasons you may want to consider working with us; we have an award-winning flexible/hybrid working policy, we’re a 2022 winner of UK Best Large Workplaces for Women, we have a refurbished hi-tech office in the centre of Cardiff designed around colleague feedback, we ranked number 6 for wellbeing in 2022,  we have an extensive financial and well-being benefits package ‘’Belong’’ designed to put our people first, we have consistent colleague engagement scores of over 85% and a caring community of supportive Networks. But that’s not all, discover why there’s really no place like Principality; https://www.principality.co.uk/careers

A fantastic opportunity to lead, transform and deliver exceptional customer outcomes.

We’re looking for a strategic and inspirational Head of Customer Services to join our Savings function. This pivotal leadership role is responsible for delivering outstanding customer experience across our service channels — both existing and emerging — while driving operational transformation across the Value Stream (VS) and the wider enterprise.

As a key member of the Senior Leadership Team, you'll be at the forefront of defining and executing the operational strategy, ensuring customer journeys are seamless, efficient and create lasting value for our Members.

What you’ll be responsible for:

Strategic Leadership & Planning

• Shape and deliver the operational elements of the business plan and strategy.
• Align customer service operations with the overall Value Stream strategy and Customer Value Proposition.
• Partner with VS leadership to design and deliver exceptional, end-to-end customer journeys.

Operational Delivery & Transformation

• Lead and optimise the utilisation of resources across the Customer Services teams.
• Drive efficiency through improved forecasting, process management, workflow planning, and cross-skilling.
• Embed an Operational Excellence culture across the enterprise.

Customer Distribution & Experience

• Oversee the distribution of products and services through all agreed business channels.
• Support the development and operationalisation of new channels, enhancing Member engagement and experience.
• Maintain and build key internal and external relationships to support business growth.

People & Stakeholder Leadership

• Lead, inspire and develop large cross-functional teams, including:
  • Retail Branch Network (54 branches & 14 agencies)
  • Retail Strategy
  • Savings Operations
  • Digital App Servicing & Support
  • Operational Excellence
  • Savings Programme
• Manage strategic relationships with third-party suppliers and regulatory stakeholders.
• Represent the organisation externally as a key spokesperson.

What we’re looking for:

• Considerable experience operating at senior leadership level within regulated Financial Services.
• Strong strategic leadership credentials, with a proven track record of delivering large-scale operational transformation.
• Retail banking experience essential.
• Experience leading cross-functional and matrix teams through change and optimisation.
• Skilled in third-party supplier management with strong commercial and negotiation skills.
• Demonstrated success in embedding Operational Excellence at an enterprise level.
• Experience delivering complex regulatory change programmes.
• Strong financial acumen with experience managing budgets and cost centres.
• Ability to build credibility and influence at all levels — internally and externally.

Why join us?

This is more than a leadership role — it’s an opportunity to shape the future of customer service within a purpose-driven organisation. If you’re passionate about transforming service delivery, enhancing Member experiences, and leading strategic change across large-scale operations, we’d love to hear from you.

Our most important asset is our people. We value a healthy work-life balance and currently offer a 35-hour work week with our hybrid approach enabling you to have a mix of office days and remote working.  

Your base location for this role will be our Head Office, Principality House, The Friary, Cardiff, CF10 3FA

If you have any questions in relation to this role, please contact the recruitment team at -recruitment@principality.co.uk

‘’We are passionate about creating an inclusive workplace where diversity is celebrated and where colleagues feel a sense of belonging’’ Daniel Priest, Inclusion Manager. But don’t just take our word for it, see what our colleagues say about working here too; Careers (principality.co.uk)