Chapter Lead Customer Service Direct, Strategy and Communications
Core
Lead the EGM Office for Customer Service Direct, overseeing Strategy, Communications & Digital, and Events teams to align with CSD's strategic narrative and deliver high-impact work.
Role type
Senior IC strategy and communications leader
Builds
Strategic plans, engagement programs, leadership communications, and events for a retail banking contact center division
Domain
Financial Services / Retail Banking / Contact Center Operations
Required skills
Strategic planning, team leadership and development, stakeholder management, financial services knowledge, business planning (AOP/quarterly), executive communication, risk management
Preferred skills
Contact center operations experience, large-scale operations experience, influence at senior levels
Technologies
None stated
Responsibilities
Set strategic direction and priorities for the EGM Office; Lead, coach, and develop a multidisciplinary team; Act as a trusted advisor to the EGM and Leadership Team; Oversee the Annual Operating Plan and quarterly planning cycles; Shape and lead CSD's engagement plan; Oversee design and delivery of leadership communications and events; Coordinate delivery of Board and Executive papers; Build relationships with stakeholders across CSD and the wider Group
Seniority
Senior, hands-on IC