Having spent 13 years at Virgin Money holding a variety of roles within the retail network and operations teams, Elizabeth will be responsible for the branch network, mortgage hubs, customer experience and complaints. Her work will involve inspiring leaders across these areas both to achieve the business objectives and continue to improve its award-winning, ‘kinder' customer experience.
She brings a wealth of knowledge having previously been involved in culturally and physically transforming branch networks to a world class standard. Her focus on customer outcomes will be a significant benefit to Cumberland customers and colleagues in the delivery of its purpose and kinder banking. Previously leading on support and care for Vulnerable Customer Charters allows her to bring an innate understanding of how and why working together for customers is a top priority - particularly during the current cost of living crisis.
Of her new position, Elizabeth said: “This role speaks to my enthusiasm for customers and colleagues alike, ensuring every one of our customers experiences that well known Cumberland kindness and creating an environment for our colleagues to shine and be proud.
“I’m passionate about our purpose. It creates and shapes the decisions we make, gives us the why and drives us to consider how what we do adds meaning and value not just to our colleagues and customers, but also to our communities.”
Elizabeth’s appointment follows Claire Deekes’ promotion to Chief Customer Officer. Claire added: “Our customers and colleagues are going to really benefit from having Elizabeth leading Direct Distribution sharing the wealth of experience she has, and I’m delighted to welcome her to the team.”