Change & Project Management,Customer Service,Senior Management
Director of Customer Performance
Job ID: 009324
Location: Leeds, UK, LS1 8EQ
Job type: Permanent - Full Time
Salary: Competitive salary and benefits
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Director of Customer Performance
We’re looking for someone who knows how to turn insight into action. As our first Director of Customer Performance, you’ll help shape how we deliver better outcomes for our members using data, smart thinking, and a passion for the customer.
You’ll report to the Chief Customer Officer and lead the charge on improving how we plan, price, and perform across the Customer Division.
About the Role
Define how we measure and manage customer performance
Use data and analytics to find what’s working and fix what’s not.
Bring in AI and automation to make things faster, smarter, and more personal.
Own the risk and control frameworks that keep us safe and sound.
Work closely with teams across marketing, product, digital, risk, and finance.
Track commercial performance, report on progress, and keep us moving forward.
Sit on key committees that shape how we serve our customers and our people.
You’ll also lead a brilliant team and help them get even better.
About You
You’ve turned strategy into results before and know how to do it again.
You’ve led big change programmes and helped teams work smarter.
You’re comfortable with regulation and know how to use it to make us better.
You’ve managed customer controls in a large financial firm
You can turn complex data into clear stories that drive decisions.
You’re great with people especially senior stakeholders and know how to juggle priorities without dropping the ball.
About Our Benefits
Everyone’s different. That’s why we offer a wide range of benefits and rewards that we think you’ll love – whatever’s important to you, and whatever stage of life you’re at. Such as…
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Our pension scheme (where you can get up to 11% from us)span<>
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On target bonus of 7% (with the opportunity to earn up to a maximum 15%)
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Access to brilliant health benefits
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Life assurance at 6 times your salary
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25 days’ holiday (and the option to buy more)
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Cycle to work or an interest-free loan for an annual ticket
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Wellbeing resources and tools
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Retail and Leisure discounts
Learning & Development
Everyone can build a career path they love here. And that’s because we offer a wide range of programmes, opportunities and more to help you learn, grow, and develop – and reach your full potential.
These include...
- Personal Growth Toolkits - a range of materials that help you discover your strengths, identify your goals, and your next steps.
- Secondment and Stretch opportunities – helping you gain experience in different areas of our business and new ways of working.
- Learning Champion Network – opportunities to work outside of your immediate area and build new skills.
- Apprenticeships and Professional Qualifications – a range of brilliant apprenticeships and programmes available to everyone.
- REACH Diverse Leadership Programme – helping our Black, Asian and Ethnically Diverse leaders progress into senior leadership roles.
Ways of working and flexibility
We know there’s no single right way of working that fits everyone. That’s why we’re not trying to find one. Instead, we’re doing everything we can to make sure that when we’re working flexibly, together and apart, we’re working at our best. We help our colleagues get the most out of work, and take care of themselves, wherever they’re working.
We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.
Find out more about our Ways of WorkingDiversity, Equity & Inclusion
You’ll find people from all walks of life here, with different cultures, beliefs, ages, outlooks and more. And we’re proud of our differences. So we’re dedicated to creating a workplace where everyone feels welcome, supported, and empowered to be their whole self at work.
Our five Colleague Networks play an important role in helping that happen – and have a real impact on our everyday working life here. Each is closely linked to our Inclusion and Diversity committee, and sponsored by a member of our Senior Leadership Team.
And we also have other colleague groups, such as ManKind and Family Foundations, where colleagues can connect, and start conversations that can be taken into the Networks.
Meet some of the team
Meet the Recruiter(s)
Jessica Wilkinson
Executive Resourcing Specialist
Connect with Jessica WilkinsonSince being at YBS I have been fortunate enough to have gained experience recruiting in most of our head office functions including People, Rick, Finance, Commercial and Audit.
I am currently working in our Exec Resourcing team working on senior level recruitment in Risk, Commercial and Internal Audit and would love to hear from you if you are interested in senior opportunities in these areas!
Tazafia Mahmood
Executive Resourcing Specialist
Connect with Tazafia MahmoodI joined YBS in December 2018 and specialise in Technology Recruitment. I have worked in Recruitment since 2016 and have always worked in regulated environments (Financial Services mainly and previously Health Care too).
I’m an experienced recruiter and since joining YBS, I have had the privilege of working with our IT, Transformation, Data, Digital and Balance Sheet Management teams.
I currently work in the Executive Resourcing team and look after Technology, Transformation, Customer, Finance and People. If you’re interested in senior positions in these areas or just want to have a chat about YBS in general, I’d love to hear from you and connect on LinkedIn.
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