Job Advert
Chief Customer & D2C Proposition Officer
Location: Grantham (Hybrid)
At PayPlan, we’re on a mission to transform how customers experience financial wellbeing. We’re looking for a visionary Chief Customer & D2C Proposition Officer to shape and deliver a truly customer-led, digitally enabled direct-to-consumer (D2C) journey—from first interaction to lifelong engagement.
You’ll define and lead a single, integrated customer and D2C proposition strategy, ensuring every product, service and interaction is insight-led, seamless, commercially effective and aligned to strong customer outcomes.
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Define and lead a unified customer and proposition strategy
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Elevate brand, narrative, and market positioning
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Use customer, market and commercial insight to drive decisions
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Design and optimise end-to-end customer journeys and propositions
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Own D2C performance (customer outcomes, revenue, conversion, LTV)
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Lead transformation, innovation, and digital capability
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Represent the customer agenda at ExCo and Board level
An experienced, purpose-driven leader with a passion for delivering outstanding customer experiences and building high-performing D2C models.
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Executive leadership experience in customer, D2C, proposition or product roles
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Proven delivery of end-to-end customer and proposition strategies
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Strong track record in D2C channel development
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Experience in regulated environments (financial services preferred)
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Expertise in customer journey design, insight and commercial performance
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Strategic, data-led, and commercially astute with strong stakeholder influence
Who are PayPlan?
We believe that everyone should to be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst enjoying what you do!
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments to assist you in applying, please contact the HR team at PayPlan
Your application matters to us. Every application we receive is manually reviewed by our recruitment team - we do not use AI or automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration.
