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General Manager - Customer Strategy & Delivery
My responsibility is to lead the Brand, Products, Marketing (including all Customer Propositions), Customer Insight, Website, Community, Volunteering and External Communications activities of the Society, ensuring that we maintain our position as an independent building society that strives to create a feeling of pride amongst its staff, members and local communities.
Having worked within Financial Services for over 20 years, I joined the Society in 2014 initially to refresh the brand and also to ensure we place the customers and members at the heart of our strategy. The brand refresh work and the insight used to inform it have been shared across the building society sector and it is regularly used as a case study for other societies which is something we are very proud of.
Within our team of five we manage all the above activities with the support of a few carefully selected external suppliers who we consider to be an extension of our team.