Marsden Building Society has appointed Julia Brook as chief customer officer.
Brook (pictured) will be based at the mutual’s principal office in Nelson and joins with senior experience across financial services, covering customer, distribution, operations and transformation.
Most recently, she held senior director roles at the Co-operative Bank, where her responsibilities included the national branch network, SME relationship managers, contact centres, mortgage advice, specialist operations and transformation programmes.
The society said Brook would take oversight of its end-to-end customer and intermediary proposition, including customer-facing channels, digital, IT, change, marketing, communications, and product and service development.
Her remit will also include member and intermediary experience, operational resilience, and the development of the society’s technology and data capabilities.
Brook said: “From my first conversations with the Marsden, I felt the strength of the culture and values, the commitment to doing what’s right for customers and members, and the pride colleagues have in the Society.
“The Marsden has strong foundations and a clear sense of purpose, and I’m excited to work with our colleagues to help build on that as we continue to evolve our services and capabilities to meet the changing needs of our customers and the communities we serve.”
Rob Pheasey, chief executive at Marsden Building Society, added: “We’re delighted to welcome Julia to the Marsden.
“Her deep experience across customer, digital, operations and transformation will play a vital role in supporting our strategic priorities and ensuring we continue to deliver high-quality experiences for our members.
“As we look ahead to further growth and development, Julia’s leadership will help drive the Society forward.”
