Head of Customer Change & Business Readiness

We've been helping our members save for their future and buy a home of their own since 1845. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of. And you can play your part too – as this strategic role will ensure our Customer division is set up for success when making or receiving change which impacts both our customers and colleagues.

How you'll make a difference.…reporting into our Director of Customer Strategy this role will be accountable for the design and delivery of our substantive change agenda for Customer division in a way that aligns to the Society's strategic goals. Your strong leadership skills and innovation mindset will help to create a clear vision and roadmap to lead on the development and execution of new and effective ways of working including shaping the most effective operating model, customer journey design and process design improvements whilst still maintaining business as usual. Collaboratively working alongside the change and divisional leadership teams will support the delivery of business case benefits associated with the delivery of the change programme.

Working closely with our wider leadership team, you will ensure our colleagues and leaders within the Customer division are ready for change and set up for delivering consistently brilliant customer experience and outcomes.

Whatever your day brings, your work will really make a difference and you'll feel proud of delivering positive outcomes for our customers.

What you'll bring to the role:

• Proven experience of leading and delivering complex, multi-faceted change programmes. 
• Strong experience of managing operational teams in addition to change delivery/change management functions preferably within Financial Services.
• Exceptional ability to manage and prioritise complex backlogs and multiple workstreams effectively. 
• A trusted, credible leader who is used to operating at a Senior Leadership level, influencing and effectively contributing at all levels, with outstanding stakeholder management skills.
• Effective communication skills, with ability to positively drive progress and build advocacy around the change programmes.
• Proven experience of working in regulated functions and assessing change impact against the risk landscape. 
• A strong, visible leader who can inspire, coach and foster positive engagement and strong performance by role modelling the right behaviours. You will foster an honest and inclusive team environment with diversity of thought, experience and culture.
• You will be a critical thinker with strong decision making and problem-solving skills, adept at using data to drive insights and using technology to improve services.
• Preferable supporting qualifications such as agile, project management, industry certifications for change management, lean six sigma etc. 

And in return, you'll get the best from us: 

• An annual colleague bonus of up to 20%
• Hybrid working with 60% of your time at home
• Matched pension contributions of up to 10%
• 30 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• Electric vehicle scheme/ Cycle to Work scheme
• 2 days' volunteering per year
• We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose Leeds Building Society?

Our business is centred around our people. Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.