We’re looking for a Head of Customer Outcomes and Quality Transformation to join us on an up to 12 months opportunity. This role will lead the Group’s first line QA and journey driven outcomes testing integration during a period of transformative change, following the acquisition of The Co-operative Bank. This role will lead the design and implementation of a consistent group Target Operating Model, bringing the very best of what both entities do today together along with emerging industry best practice and new technologies to scale capabilities. This role will blend strategic vision, technical authority, and operational delivery leadership, ensuring first line quality and outcomes assurance activities are integrated, efficient, and aligned with regulatory expectations, directly influencing the group operational and reputational risk profile. It will also provide expert leadership and support to internal teams during a period of change and act as a senior advisor to the COO leadership team and other Group executive stakeholders on assurance capabilities and strategic transformation. Benefits: Car allowance Private medical and health screenings 28 days holiday a year plus bank holidays and a holiday buy/sell scheme Annual discretionary bonus scheme Personal pension with matched contributions Maternity, paternity and shared parental leave Extensive wellbeing support Life assurance (6 times annual salary) Find out more about the fantastic benefits of joining Coventry Building Society here This role can operate from either our Head Office campus in Binley, Coventry or our Manchester office but as a Group role, travel to both locations will be required. A team-led hybrid working arrangement is in place. We reserve the right to close this advert early if we receive a high volume of suitable applications.