Customer Experience & Insight Director

This pivotal enterprise leadership role reports to the Chief Customer Officer and leads a newly established function spanning customer experience, research, insight, analytics, and digital experience. The incumbent will define the customer experience strategy, provide the Board with an evidence-based view of customer needs, and champion customer-led decision-making across the organization. Key duties include driving journey improvements, embedding Consumer Duty principles, and building a high-performing multidisciplinary team to transform customer outcomes.