Coventry Building Society
Senior Manager - Customer Services Strategy and Governance
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Service Strategy & Support
Customer Service Strategy & Support is a critical enabling function, ensuring colleagues across our largest customer focused operational areas are equipped to deliver consistently strong outcomes for the Group’s members and customers.
We're Looking for a Senior Manager - Customer Services Strategy and Governance
We now have the new opportunity to join us as the Senior Manager - Customer Services Strategy and Governance who will play a central part in shaping how Customer Service enables the delivery of our overall Group strategy and our ‘digital first, human always’ mission.
Key Responsibilities
- Develop and support the ongoing development and measurement of the Group Channel Strategy, working closely with colleagues in the Chief Commercial Office and Group Strategy.
- Define the role of each customer-facing channel, including branches, contact centres, and complaints teams, as well as operational support functions for retail, mortgages, and business customers.
- Lead on strategic projects and initiatives aligned to the Channel Strategy, contributing to future transformation requirements and ensuring Customer Service needs are reflected in wider change activity.
- Work in close partnership with the Director of Customer Services and the Head of Customer Service Strategy & Support to define and track clear strategic objectives for the function.
- Collaborate with Performance and Planning teams to design meaningful metrics.
- Bring together performance data and senior stakeholder insight to produce high-quality updates for key governance forums, including the Group Executive and Board.
- Design and manage an effective governance framework for Customer Service.
- Lead the planning and drafting of governance papers.
- Support the Director of Customer Service and their leadership team through well-structured forums and sessions that enable strong decision-making and delivery against strategic priorities.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Location
This role can operate from our Head Offices in Manchester or Binley, Coventry. As a Group role, travel to both locations will be required and a team-led hybrid working arrangement is in place.
Benefits
- 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
- Car allowance
- Annual discretionary bonus scheme
- Personal pension with enhanced contributions
- Maternity, paternity, and shared parental leave
- Extensive wellbeing support
- Life assurance (6 times annual salary)
Requirements
For this role you’ll need to have:
- Current or recent senior leadership experience within a customer-centric, operational area.
- Extensive track record of understanding customer needs and making a significant difference to their experience.
- Evidence of creating and delivering against strategic plans.
- Highly persuasive and influential, skilled in managing stakeholders up to Executive level.
- Exceptional communications skills including the experience of writing effective papers for committees, risk forums, or Exco.
- Well organized and able to quickly make sense of large volumes of complex information.
- Ability to communicate complex subjects clearly to a non-technical audience.
- Good planning, problem-solving, and decision-making skills.
- Use of analytical tools and frameworks to make sense of data and input into decisions.
Experience in these areas would be helpful:
- Financial services and/or regulated background.
- Experience in managing risk and inputting into risk forums.
About Us
In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers, and colleagues.
We’re officially recognized as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition, and comprehensive support for wellbeing.
We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.
Flexibility and Why It Matters
We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.
Disability Confident Committed Employer
We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.
Feedback
We are currently receiving a high number of applications for our roles and, while we review each one carefully against the advertised criteria, unfortunately, we're unable to provide individual feedback. We will contact shortlisted candidates directly.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills