Head of Member Experience

At Beverley Building Society, we are proud to stand out in an increasingly faceless digital world because of the personalised approach we take to customer service. Our colleagues pride themselves on their dedication to excellence in helping our customer with their savings and mortgage needs.
 
Our amazing Mortgage Team work hard to serve customers that don’t necessarily meet standard mortgage criteria with bespoke underwriting and good value products. Their hard work and dedication was formally recognised at the Yorkshire Financial Awards 2024, where we won in not one, but two categories:
 

• Mortgage Provider of the Year
• Outstanding Customer Service

 
Broster Buchanan are delighted to be partnering with them in their appointment of a newly created role – Head of Member Experience.
 
This is a genuine opportunity to shape the direction of the Society through delivering exceptional customer interactions across mortgage lending, mortgage servicing, savings origination, savings servicing and mortgage collections.
 
The Society thrives through collaborative working, and a ‘work smarter not harder’ ethos. In this role, you will work with the COO and the Executive Team to formulate, agree and implement the customer experience strategy, optimising and digitising the supporting technology. You will provide expertise in organisation design and development to determine the optimum operation to deliver the Society’s vision.
 
Beverley Building Society are on a journey, and you will play a key role in moving the Society’s proposition forward; identifying opportunities to capture and act upon customer insight to inform new propositions and delivery solutions. This entails continuous innovation and working across the organisation, forging links between teams and projects, building consensus and experimentation with people and process.
 
Key deliverables of the role:

• Accountable for the overall delivery of the Customer Strategy, driving a clear plan for growth.
• Define, improve and implement processes and procedures to deliver operational and cost efficiency and optimal customer experience.
• Promote the customer perspective ensuring that it’s reflected throughout the customer journey.
• Create detailed customer journey maps based on key data, audiences and favoured outcomes.

 
Knowledge and Experience:

• A strong background, 5+ years in a senior customer experience role, ideally in the financial services sector, preferably building societies or similar institutions.
• Residential Mortgage Lending knowledge essential
• Debt collection, vulnerable customer handling (preferred but not essential)
• Proven track record in designing and implementing strategies, policies, and frameworks to deliver exceptional customer service. Digitising key journeys and creating efficiencies through a ‘work smarter not harder’ ethos.