Head of Brand Experience & Connection

This is an opportunity to lead something genuinely transformative.

Our client is rethinking how it connects with its members, shifting towards a more connected, personalised, and insight-led omnichannel experience. With strong backing from the executive team and board, brand, experience, and engagement are central to how the organisation will evolve.

The Opportunity

Our client is a purpose-driven financial services organisation investing meaningfully in its future, across customer experience, engagement, communication, insights, and capability uplift.

At the heart of this is a clear ambition: to deliver a more seamless, intuitive and personalised experience for members across every touchpoint.

Shape the Future of Member Experience

This role sits at the centre of that transformation.

You’ll lead how brand, customer experience, and engagement evolve across the organisation—bringing together strategy, insight, and execution to create a more connected and consistent experience.

For the right person, this means

• Shaping experience strategy at a critical point in the organisation’s journey
• Leading a step-change in member experience and engagement capability
• Driving more personalised, insight-led outcomes
• Modernising the approach to building an aligned member-focused culture

What You’ll Be Doing

As Head of Brand Experience and Connection, you’ll set the vision and direction for how the organisation engages with its members.

You’ll lead a broad, multidisciplinary function and play a key role connecting brand, communication, experience, and insight into a more cohesive approach.

You’ll

• Lead the evolution of customer experience, engagement, communication, and brand capability
• Drive more personalised, data and insight-led engagement strategies
• Bring together customer experience, campaigns, content, and digital engagement
• Use customer insights and behavioural profiling to improve outcomes
• Bring new and modern, collaborative ways of working
• Partner across the business to align engagement with the broader strategy

What Success Looks Like

You’re a leader who can operate strategically while staying close enough to execution to drive outcomes.

You bring energy, clarity, and momentum, and know how to bring people together around a common vision.

You have the ability to:

• Influence at a senior level and build alignment across teams
• Balance creativity with governance in a regulated environment
• Translate insights into meaningful customer and business outcomes
• Lead teams through change while uplifting capability

What You’ll Bring

Leadership & Strategy

• Experience leading brand, customer experience, communications, or engagement functions
• A track record of shaping direction and delivering change in complex environments

Customer & Insights Focus

• Strong experience in customer-centric strategy and engagement
• Ability to use insights, segmentation, and behavioural thinking to improve outcomes

People & Culture

• Experience building, leading, and uplifting high-performing teams
• A collaborative leadership style with a focus on capability development

Stakeholder Influence

• Strong communication and influencing skills across senior stakeholders
• Ability to build alignment across customer, digital, and business teams

Why This Role

This is a rare opportunity to join at a point where direction is being shaped, not inherited.

You’ll have the backing, investment, and autonomy to build capability, drive more connected member experiences, and see the real impact of your work.

If you’re motivated by shaping how an organisation connects with its members and leading more modern, insight-led and meaningful experiences, this is an opportunity to do exactly that.