Customer Strategy Manager

Cash Access UK’s mission is to sustain communities by supporting the millions of people and small businesses who depend on cash every day. This shared purpose brings our colleagues together and guides the work we do. Every role contributes to delivering the best possible outcomes for the communities we serve.
 
As a leader at Cash Access UK, you’re not just delivering results, you're shaping culture. You’ll play a key role in driving change, creating a supportive and engaging environment where colleagues can be their best. Leadership at our organisation is about trust, belonging, resilience, helping others succeed and leading by example.

Core Purpose of the Role: 
To own and drive CAUK’s customer strategy - strengthening the organisation’s thinking and bringing dedicated expertise on customers as CAUK grows in scale and scope, and ensuring that understanding shapes CAUK’s decisions, its work with banks, and its response to regulatory expectations on customer outcomes. Role specific skills

• Genuine customer/insight expertise — someone who has practised customer strategy, research, or insight professionally, ideally spanning both qualitative and quantitative approaches, and who can bring rigour and depth CAUK needs more of as it grows.
• Strategic thinking paired with delivery — a structured thinker, who can simplify large amounts of input and devise a rigorous strategic approach, and work to make it happen 
• Pragmatic and hands-on — able to get into the detail themselves and produce tangible outputs, as well as convening and aligning. This is a build role that needs someone who drives things forward through doing the work, as well as driving process. 
• Political and relational skill — able to build collaborative working relationships with adjacent functions where remits overlap, without needing formal ownership to be effective.
• Evidence-led influencing — strong communication skills, comfortable building the case and argument that you and others can use to influence stakeholders where CAUK doesn’t have direct authority

 
 
Leadership at Cash Access UK

• drive engagement amongst your team, creating the right environment for every colleague to be at their best
• manage your team as appropriate, treating each team member as the individual that they are and seeking equity wherever possible
• foster a culture of engagement by ensuring each team member is challenged appropriately so they are stretched without being overwhelmed
• support your team with regular feedback, growth and development conversations
• manage your team’s performance, nurturing talent and managing under performance where it arises with clarity, confidence and support

establish psychological safety so team members feel confident to speak up, raise challenges, and engage in open, adult-to-adult conversations that drive solutions forward  
1. Customer strategy
Own and continually evolve CAUK’s   customer ambition and strategy, keeping pace with changes to the hub   operating model, service offer, and CAUK’s growing scale and public profile.   Maintain Board endorsement on an ongoing basis. This includes understanding   and representing the full range of CAUK’s customers, including those most at   risk of financial or digital exclusion, core to what customer strategy means   for an organisation like CAUK.
2. Qualitative and experiential   understanding
Strengthen CAUK’s capability in   journey and experience research, frontline feedback, and qualitative customer   understanding, building on existing work to give the organisation more depth   and dedicated capacity than it’s had before.
3. Insight orchestration
Act as the primary link into the   Insights team, shaping the hypotheses and questions put to CAUK’s data, and   combining quantitative and qualitative insight into a single coherent view of   customers. Build the evidence and argument that the CSO and ExCo can use to   influence Members and Subscribers where CAUK needs to move them on service   enablement or quality.
4. Consumer Duty alignment
Build a strong working relationship   with Risk’s Consumer Duty implementation, ensuring customer strategy and   Consumer Duty embedding are complementary and mutually reinforcing.
5. Frontline translation
Make customer insight and strategy   usable for the people delivering the customer experience day to day.   Understand the end-to-end customer journey, work directly with frontline and   hub colleagues on the elements CAUK controls, and work with bank partners -   sharing evidence and collaborating - on the elements CAUK can only influence.
6. Embedding insight into decisions
Ensure customer insight and strategy   actively shape prioritisation, initiative design, continuous improvement, and   reporting into ExCo, the Board, and the annual Strategy Day.
  At the heart of our organisation are our values and mindsets, which shape our culture. We’re committed to enabling a collaborative, inclusive, and purpose-driven environment where everyone belongs and is trusted to make a difference. 
 
At Cash Access UK, we know the powerful impact that leaders have on their teams. This is why every colleague, especially those in leadership roles, is expected to live our mindsets at work.
 
Leadership is a privilege but it can be hard. There will be tough moments, difficult decisions, and conversations that don’t come with a script. Our leaders welcome that challenge. They show up with an open mindset, ready to lead through uncertainty, support their teams, and have the challenging conversations that help people grow.
 
This open, supportive approach will create safe, high-performing environments where people feel respected, trusted, and part of something bigger.

Our mindsets
Purpose - ‘Our work is more important than our collective success, people out there rely on us every day’
 
Failure - ‘Sometimes we will fail, but we will do it well’
 
Ambiguity and the unknown - ‘The known is definitive, comfortable but boring. We embrace the unknown where opportunity and excitement exist. 
 
Inclusion - ‘We are curious; we care enough to ask then listen first without judgement’.
 
Growth and development - ‘A commitment to develop and grow is the greatest contribution you can make to the team. Own it.’
 
Diversity - ‘We are all the same in that we are all unique. We celebrate our differences however they present themselves.’
 
Culture - ‘The culture you are creating today is your legacy to those that come after you.’