[Hiring] Customer Strategy Manager @Cash Access UK

Role Description

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.
• Ensuring that understanding shapes CAUK’s decisions, its work with banks, and its response to regulatory expectations on customer outcomes.

Qualifications

• Genuine customer/insight expertise — someone who has practised customer strategy, research, or insight professionally, ideally spanning both qualitative and quantitative approaches.
• Strategic thinking paired with delivery — a structured thinker who can simplify large amounts of input and devise a rigorous strategic approach.
• Pragmatic and hands-on — able to get into the detail themselves and produce tangible outputs, as well as convening and aligning.
• Political and relational skill — able to build collaborative working relationships with adjacent functions where remits overlap.
• Evidence-led influencing — strong communication skills, comfortable building the case and argument to influence stakeholders.

Requirements

• 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.
• Support your team with regular feedback, growth, and development conversations.
• Manage your team’s performance, nurturing talent and managing underperformance with clarity, confidence, and support.
• Establish psychological safety so team members feel confident to speak up and engage in open conversations that drive solutions forward.