Head of Customer Services – Operations

BELONG – There’s no place like Principality

At Principality, belonging isn’t just a value — it’s how we work. When you join us, you’re welcomed into a supportive, inclusive community where your home life, wellbeing, and individuality are genuinely respected. From flexible ways of working to benefits designed around you, we’re committed to helping you feel comfortable, valued, and able to thrive.

We believe great work happens when people feel connected — to each other, to our purpose, and to the communities we serve. That’s why we encourage balance, invest in wellbeing, and focus on growing and improving together.

Why join us?

There are plenty of reasons to build your career with Principality:

• Flexible hybrid working – Our award-winning approach gives you the flexibility to work from home and from the office. Collaboration matters to us, so you’ll spend at least 8 days per month based in our Cardiff office.
• A truly inclusive workplace – Proudly named in the 2025 Inclusive Top 50 UK Employers List, ranked 27th, recognising our ongoing commitment to inclusion and belonging.
• Customer excellence you can be proud of – Winners of Double Gold Awards for Customer Satisfaction at the Fairer Finance Awards 2025 for both Savings and Mortgages.
• Engaged, supported colleagues – Our colleague engagement scores consistently exceed 85%, reflecting a positive and supportive culture.
• Wellbeing at the heart of what we do – Our Belong benefits package is designed to put our people first, supporting your physical, mental, and financial wellbeing.

These achievements reflect more than awards they represent our long-term commitment to creating a workplace where colleagues feel supported and customers feel cared for.

When it comes to belonging, there truly is no place like Principality.

Lead transformation. Shape strategy. Deliver exceptional customer outcomes.

We’re seeking a strategic, visionary, and operationally strong Head of Customer Services – Operations to join our Savings function. This pivotal senior leadership role will shape and deliver our multi‑channel servicing strategy while steering large, complex operational teams through transformation to create seamless, high‑quality experiences for our members.

As a key member of the Senior Leadership Team, you will define and execute our operational servicing strategy, ensure strategic positioning of Customer Services within the wider enterprise, and lead the evolution of our service channels — from traditional branch delivery to servicing digital propositions.

What you’ll be responsible for:

Strategic Leadership & Positioning

• Define and deliver the operational strategy for servicing aligned to the Savings Business Plan, Value Stream (VS) priorities and the Customer Value Proposition.
• Provide strategic direction for multi‑channel customer service delivery, ensuring all channels are positioned for growth, efficiency, and excellent Member experience.
• Partner with VS leadership to design, shape and govern end‑to‑end customer journeys that are intuitive, efficient, and future‑focused.

Operational Leadership & Transformation

• Lead large‑scale operations teams, ensuring high performance, consistent delivery, and the effective utilisation of people, technology and processes.
• Lead our Retail Branch Network consisting of 54 branches & 14 agencies, Customer Contact telephone services and Savings Operations.
• Drive operational excellence by improving forecasting, workflow planning, workforce optimisation, cross‑skilling strategies, and embedding continuous improvement and data‑led decision making.

Multi‑Channel Strategy & Customer Distribution

• Oversee the delivery and optimisation of servicing across all agreed channels, including branch, digital, telephony and emerging customer touchpoints.
• Shape and operationalise new and enhanced channels, ensuring they are scalable, efficient, and meet Member needs.
• Build and nurture strategic internal and external partnerships that support channel growth, service innovation, and enterprise value creation.

People & Stakeholder Leadership

• Inspire, lead and empower large, multi-disciplinary teams across:
• Retail Branch Network (54 branches & 14 agencies)
• Retail Strategy
• Savings Operations
• Digital App Servicing & Support
• Operational Excellence
• Savings Projects & Programmes
• Build capability and engagement through clear leadership, coaching, performance management and cultural transformation.
• Manage strategic relationships with third‑party suppliers, partners and regulators.
• Act as a senior representative and spokesperson for the organisation.

What we’re looking for

• Extensive senior leadership experience in regulated Financial Services, with deep operational management expertise.
• Proven track record delivering large‑scale operational transformation and driving performance in complex, multi‑channel service environments.
• Essential background in retail banking operations.
• Strong experience leading cross‑functional and matrix teams through strategic change and optimisation.
• Skilled in supplier management, commercial negotiation, and operational efficiency.
• Demonstrated success embedding enterprise‑level Operational Excellence.
• Experience leading significant regulatory change programmes.
• Strong financial and commercial acumen, with a history of managing budgets and cost centres.
• Exceptional ability to build credibility, influence stakeholders and represent the organisation confidently internally and externally.

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’’ Nigel Taylor – Head of Brand, Impact & Communication. But don’t just take our word for it, see what our colleagues say about working here too; Careers (principality.co.uk)

Read all about us - Principality Building Society: Posts | LinkedIn