Head of Branch Performance

Customer Service have the exciting opportunity to join them as Head of Branch Performance. A critical role to the delivery of our strategy, the successful candidate will set the commercial vision for the combined branch network of over 100 branches across Coventry Building Society and The Co-operative Bank. Building on the strong foundations of both brands, they will have the opportunity to create a unique high street experience for our customers.

 The organisation has made significant investment in our branches including an ongoing, multi-million pound refresh programme, and this role will shape the contribution our branches make to our future customer missions: the power of family finance, the power of a place to call home, and the power of purposeful business.

As a key member of the Customer Service leadership team, the role holder will maintain a broad oversight of branch operations, supporting strategic decision‑making and driving organisational value. They will champion our products and services while ensuring consistently strong customer outcomes across all channels, whether in person, online or over the phone. Joining at a pivotal time, this role will help shape the future investment portfolio for our branch network, including new technology, training and tools for our branch colleagues.

The role holder will play a critical part in shaping and delivering strategies that enable colleagues to confidently identify and meet customer needs, building on the relationships created through exceptional service to deliver sustainable commercial growth. This will be achieved alongside a strong focus on governance, controls and adherence to regulatory obligations that strengthens the trust our customers have in us.

The successful candidate will have the opportunity to drive strategic and transformational change through our branch network with the potential to impact more than four million customers. They will lead a small team of Performance Managers, using data and insight to drive improvements, and will support the Head of Branch Banking in defining the future shape and strategy of the branch network in line with wider Group objectives and evolving brand positioning.

This role can operate from our Head Offices in Manchester or Binley, Coventry on a hybrid basis. It will also be expected that you will spend time regularly in our branches and at head office sites. This may involve overnight stays, as well as the need to travel some distances.

For this role you’ll need to have:

• Extensive retail banking leadership experience at a senior level
• A strong focus on driving sustainable growth and continuous improvement of processes and ways of working
• A proven track record in developing and executing group-level strategic plans that deliver customer value
• A good awareness of competitor activity and external market conditions
• Experience operating at pace and leading change in large, complex organisations, including transformation environments
• Effective collaboration with product and marketing teams to develop clear, customer-focused propositions
• Solid understanding of regulatory requirements, informing compliant sales processes and customer outcomes
• Strong ability to analyse performance data, track progress, and identify improvement opportunities
• Experience managing third-party suppliers and working within procurement frameworks
• Highly effective written and verbal communication skills, including board-level engagement and stakeholder management

 Experience in these areas would be helpful:

• Tier 1 banking
• Leading through an integration

In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey.

Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing. 

We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.                 

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.