Vernon Building Society has appointed Louise Thorpe as its first chief customer officer.
Thorpe (pictured) has joined the society in the newly created role as part of a wider growth plan centred on member and broker experience.
She has more than 22 years’ experience in financial services and began her career in branch banking before moving into senior positions. Most recently, she was chief customer officer at Darlington Building Society, where she oversaw mortgage and savings channels, member experience and marketing.
Vernon said Thorpe would take responsibility for customer-facing functions including mortgage and savings distribution, product, proposition, marketing and customer services. The role also covers the wider customer and broker journey, with a focus on product design, service delivery and digital development.
The appointment comes as the society pursues a longer-term strategy to modernise the business, strengthen its footprint across Greater Manchester and Cheshire, and grow total assets to £1 billion.
Over the next 12 months, Vernon plans to invest in the digital transformation of its mortgage journey across both intermediary and direct-to-customer channels, with the aim of reducing friction and improving transparency.
Darren Ditchburn, chief executive at Vernon Building Society, said: “The creation of chief customer officer role enables us to sharpen our focus on delivering brilliant outcomes for members and brokers at a pivotal time of transformation and growth.
“Louise is an authentic, high-energy leader with a proven record of building customer centric cultures, transforming journeys and growing business in a way that still feels personal and human.
“She knows how to listen to members and intermediaries, turn that insight into better products and services, and keep teams focused on doing the right thing for them every day.”
During her time at Darlington Building Society, Thorpe helped the mutual reach £1 billion in assets and supported the development of its digital proposition. Vernon said she was also voted Inspirational Leader of the Year by colleagues for three consecutive years.
Thorpe said: “I’m thrilled to be joining Vernon Building Society at such a pivotal moment. What drew me here is its clear, ambitious growth plan to modernise the business, expand physical presence in Greater Manchester and Cheshire and target £1 billion in assets – delivered the right way, with members and brokers at the heart of every decision.
“Over the next few years, I look forward to working with colleagues to make the Vernon even easier to do business with across branches, broker partnerships and digital channels, so more people in our communities can access the products, service and support only a modern mutual can deliver.”
