Job Description

Director of Customer Performance

We're looking for someone who knows how to turn insight into action. As our first

Director of Customer Performance

, you'll help shape how we deliver better outcomes for our members using data, smart thinking, and a passion for the customer.


You'll report to the Chief Customer Officer and lead the charge on improving how we plan, price, and perform across the Customer Division.

About the Role

Define how we measure and manage customer performance Use data and analytics to find what's working and fix what's not. Bring in AI and automation to make things faster, smarter, and more personal. Own the risk and control frameworks that keep us safe and sound. Work closely with teams across marketing, product, digital, risk, and finance. Track commercial performance, report on progress, and keep us moving forward. Sit on key committees that shape how we serve our customers and our people. You'll also lead a brilliant team and help them get even better.

About You

You've turned strategy into results before and know how to do it again. You've led big change programmes and helped teams work smarter. You're comfortable with regulation and know how to use it to make us better. You've managed customer controls in a large financial firm You can turn complex data into clear stories that drive decisions. You're great with people especially senior stakeholders and know how to juggle priorities without dropping the ball.

About us

At YBS we don't have shareholders, we have members. We care about people and that includes you. So here, you'll be respected for who you are, you'll be able to bring your whole self to work, and you'll have everything you need to build a long and rewarding career.

Flexibility

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it's finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We're happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development.

We want you to feel challenged here. Whatever your ambitions, we're committed to helping you develop your skills and move ahead in your career journey. From day one, we'll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity.

We're passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you'll go the extra mile to help our members, you'll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

Holiday.

You'll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.

Bonus.

At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).

Pension.

We know how important it is to save towards the future, that's why we'll contribute up 11% into your YBS pension.

Healthcare.

Health and wellbeing are an important part of life at YBS, when you join us you'll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.

My Benefits.

When you join YBS you'll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts,

Ready to apply?

If you're excited about this role and want to be part of the YBS team, click apply now to send us your application.

Want more information?

If you have any questions about this role, please contact Jess Wilkinson on jewilkinson@ybs.co.uk