Location
London Borough of Southwark

Hours
Hybrid working with colleagues expected to work at their chosen office location for 40% of their working month

Salary
£85,000 per annum

About the Role
NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £240 billion invested. As both a government department and an Executive Agency of the Chancellor of the Exchequer, NS&I has a rich history dating back to 1861. We are a small company with a big reach, offering a range of benefits including flexible working, a 9-day fortnight scheme, a performance-related variable pay bonus, a generous pension scheme, and excellent opportunities for development.

As Head of Customer Experience, you will lead a team of Service Development Owners and Managers, translating ambitious organisational goals into clear customer experience strategies, roadmaps, and delivery plans. Working collaboratively across business, design, technology, and strategic partners, you will create and continually improve experiences that customers value and trust. Whether launching new propositions, enhancing existing journeys, or guiding complex transformation initiatives, you will ensure decisions are driven by evidence, user needs, and measurable outcomes.

This role extends beyond project delivery. NS&I’s vision is to be the most trusted savings provider in the UK and is currently undergoing a transformation programme to become a truly mobile-first business. You will be responsible for the performance of existing customer journeys and the development of our channels to support this ambition. Balancing customer expectations, commercial priorities, operational needs, and regulatory requirements, you will shape long-term customer satisfaction improvements, realise business benefits, oversee investment decisions, and prioritise work across competing demands.

You will champion a truly customer-centred culture, embedding insight, service design, research, content, and digital experience expertise into every stage of service development. By promoting agile ways of working and leading high-performing multidisciplinary teams, you will foster an environment where innovation thrives, risks are managed effectively, and teams are empowered to deliver their best work.

As a senior leader within Retail and the wider NS&I leadership community, you will influence decisions at the highest levels, build strong relationships with strategic partners, and help shape the future direction of the customer experience. This is an opportunity to leave a lasting legacy by transforming customer experiences, delivering transformational change, and ensuring services continue to meet evolving customer needs for years to come.

Experience
Proven leadership experience in customer experience or service design roles, ideally within complex, regulated environments. Demonstrable success in leading multidisciplinary teams and delivering customer-centred transformation programmes. Experience working collaboratively across business, design, technology, and strategic partners to deliver measurable outcomes.

About you
Strategic thinker with the ability to translate organisational goals into actionable customer experience strategies. Strong communicator and influencer capable of engaging senior stakeholders and building effective partnerships. Passionate about embedding a customer-centred culture and agile ways of working. Able to balance customer expectations with commercial, operational, and regulatory requirements. Motivated to drive innovation and continuous improvement in a fast-paced environment.

Qualifications
Relevant professional qualifications or equivalent experience in customer experience, service design, or related disciplines are desirable. Commitment to ongoing learning and development aligned with the role’s responsibilities.