Grow with UTB

This is a hybrid role working 3 days in the office (City of London location) and 2 days working from home.

Role Purpose

The Head of Customer Experience leads the bank’s customer experience strategy and execution across all products, journeys and channels. The role ensures that customer outcomes are consistently strong, measurable, and aligned to UTB’s purpose, values, and regulatory obligations. UTB supports a broad and diverse customer base, encompassing retail consumers, SMEs, charities, brokers and introducers, each with distinct needs and expectations.

Acting as the bank’s senior CX authority, the role blends strategic leadership with hands‑on delivery—using customer insight, data, and continuous improvement disciplines to reduce friction, solve customer pain points, and embed a customer‑centric culture across the organisation.

Responsibilities: 

• Develop and own a bank‑wide Customer Experience strategy aligned to UTB’s growth ambitions and customer‑centric values.
• Define what “good” looks like across customer journeys, embedding clear CX principles, standards and outcomes.
• Own and continuously evolve the bank’s VoC strategy, ensuring insight is timely, robust and actionable.
• Integrate multiple feedback sources including surveys (CSAT, NPS, CES), complaints, Trustpilot, call listening, customer panels and direct interviews.
• Own the customer journey framework, ensuring all key journeys are documented, current and actively managed.
• Lead identification and prioritisation of high‑impact customer pain points using data, insight and customer feedback.
• Lead first‑line Consumer Duty CX reporting, evidencing customer outcomes, risks and remedial actions.
• Ensure CX governance is embedded within change, innovation and BAU processes.
• Lead, coach and develop the Customer Experience team, setting clear objectives and expectations.
• Define and own CX performance metrics, targets and success measures
• Act as a senior influencer, driving a strong CX culture across departments.
• Challenge decisions, behaviours and designs that risk poor customer outcomes.

Skills and Experience sought: 

• Ability to identify, engage, influence, and collaborate with diverse internal and external stakeholders across Lending, Deposits, Tech, Risk, Ops, Compliance, and fintech partners
• Deep understanding of customer, introducer and broker expectations to inform proposition design and improve outcomes
• Ensuring new innovations improve customer experience
• Using data, metrics and analysis to inform innovation decisions, customer research, prioritisation, and impact tracking
• Translating complex ideas into compelling narratives for ManCo, SLT and teams; gaining buy‑in and building momentum
• Diagnosing barriers, identifying root causes and designing practical, scalable solutions

UTB is a dynamic and expanding specialist bank that provides solutions to our customers and brokers, which help them achieve their ambitions. Recognised as being one of the most dependable and well-respected Specialist Banks in the UK, we were delighted to see our balance sheet exceed the £2bn mark in 2022.

Exceptional customer service and the ability to provide rewarding deposits accounts and flexible lending solutions have helped us to develop productive and enduring relationships with our customers. We understand that their success is our success and that the quality of our people and teams, is key to delivering special outcomes for them.

We also understand that the performance of our people is directly linked to the culture in which they work. There is a strong sense of community at UTB and as well as promoting a clear set of internal values, and providing a wealth of facilities for training, personal development, and team building, we run a busy and varied calendar of engagement and social activity. Typical recent examples include: Pizza Lunch Days and Coffee Catch-ups; London Marathon and Sahara Challenge Sponsorships; Success Sharing and Value Awards; and Awesome Autumn social events ranging from Theatre Trips, Cocktail Mixology, and Cookery Classes, to Go-karting, Mini Golf and Clay pigeon shooting.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we’re committed to creating an inclusive environment for all employees. During the application process, you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes. This will be for a period of 6 months or longer with your permission. This helps us understand our applicants so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.

Thank you for your interest in our current vacancy. Please click the link below to complete your online application.

Click here to apply >