The Cumberland’s branch network is to be run by Elizabeth Eastburn who has joined the building society after more than two decades’ worth of experience in financial services.
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 Cumberland’s branch network, mortgage hubs, customer experience and complaints.
Elizabeth says she is looking forward to working with colleagues across the region to find ways to further improve The Cumberland’s award-winning, ‘kinder’ customer experience, adding: “I’m a member of the branch team at heart as I’ve always worked in finance – my first ever job was as a cashier at a high street bank. So this role speaks to my passion for customers and ensuring every one of their experiences with us is consistent with our commitment to Kinder Banking.”
Elizabeth brings a wealth of knowledge to her new role, having been involved in transforming branch networks to a world-class standard.
Previously she has developed ways to support and care for vulnerable customers such as those suffering health problems or in family difficulties. This gave her insights into ways to support customers that are likely to be all the more useful during the current cost of living crisis.
Elizabeth said: “I want to ensure 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’s promotion to Chief Customer Officer.
Claire said: “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.”
