Marsden Building Society appoints new chief customer officer

Marsden Building Society has announced the appointment of Julia Brook as its new Chief Customer Officer.

Based at the Marsden’s Principal Office in Nelson, Julia brings extensive leadership experience across financial services, having led customer, distribution, operations and transformation teams throughout her career.

Most recently she held senior director roles at the Co‑operative Bank, where she was responsible for the national branch network, SME relationship managers, contact centres, mortgage advice, specialist operations and large-scale transformation programmes.

She oversaw multi-site teams delivering improvements in customer satisfaction, commercial performance and operational efficiency.

Julia also served as chief of staff to the CEO, playing a central role in shaping five-year strategic plans, strengthening governance structures and supporting executive and board engagement during a period of transformation and change.

As Chief Customer Officer, Julia will oversee the Society’s end‑to‑end customer and intermediary proposition, with responsibility for customer facing channels, digital, IT, change, marketing, communications and product and service development.

Her focus will be on enhancing member and intermediary experience, supporting colleagues to deliver consistently high-quality service, modernising digital capabilities, strengthening operational resilience and evolving the Society’s technology and data capabilities to support sustainable long-term growth.

Julia 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.”

Julia’s appointment follows continued investment across the Marsden, as the Society looks to enhance its leadership capabilities and strengthen its services for members and intermediary partners. For more information about the Marsden, visit www.themarsden.co.uk.