Customer Experience Lead - Lending Product (12m FTC)

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

We have a fantastic opportunity for a Customer Experience Lead to join our dedicated Customer Experience Team at Principality.

Our team exists to champion better outcomes for our customers — by turning insights into action and ensuring our experiences are always compelling, timely, and meaningful.

As a Customer Experience Lead, you’ll play a central role in embedding new Voice of the Customer capabilities across the Society, enabling continuous monitoring and improvement of experiences across all customer journeys and channels.

You'll be a key influencer across the business, transforming data into actionable insights, championing opportunities for improvement, and supporting our strategic initiatives.

What You’ll Be Doing:

• Analyse feedback and other data sources to identify trends, pain points and opportunities
• Share insights regularly with senior leaders and key forums to drive change
• Deliver customer experience consultancy to support the Customer & Broker Value Propositions
• Map and monitor key customer journeys to ensure strong outcomes and Consumer Duty compliance

Key Responsibilities:

Customer Experience Design

• Help design and communicate the customer experience aligned to strategic propositions.
• Enable the wider business to deliver a consistent and valuable experience.
• Map journeys to identify key moments, pain points, and improvement opportunities.

Customer Experience Measurement

• Develop and manage customer experience and Consumer Duty measures.
• Design and maintain feedback surveys and supporting governance processes.
• Build and manage stakeholder-focused dashboards and reporting.
• Analyse customer metrics to surface insights and drive business value.

What We're Looking For

• Strong analytical and problem-solving skills with experience in customer insights or Voice of Customer programmes.
• Experience working in a customer-focused or consultancy role.
• Excellent stakeholder management and communication skills.
• Knowledge of journey mapping, CX metrics, and Consumer Duty requirements is a plus.
• Ability to influence and drive change through insight-led recommendations.

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)