Head of Customer Experience and Service Innovation

The cost of living, loneliness and the breakdown of community has driven more than 6.3m into deep poverty in the UK. But, at Christians Against Poverty UK ("CAP"), we won''t sit back and let poverty destroy lives. Our vision is to see Transformed Lives, Thriving Churches, and an End to UK Poverty. We are different to other debt charities. We work by catalysing a church-based movement against poverty. Our local CAP workers and volunteers come alongside people in financial crisis or vulnerability with practical help and the good news of Jesus. Last year nearly 7000 households with debt were supported by our services, 64% were less anxious about their finances afterwards and almost 2,000 people we worked with became debt free in 2025. Underpinning these outcomes are our products that include Debt Help, Job Clubs, Life Skills and Money Coaching. It is the development of these offerings that form the core focus of the role - and through better integration and innovation we see huge potential. The role reports to the Chief Agility Officer, and is the chief service architect of the CAP church-based movement''s ecosystem. With a seven figure budget and a lean but capable team of three, it will lead our transition towards a modular suite of services, ensuring every interaction across our audiences are seamless, dignifying and high-impact. It is responsible for balancing safety, regulation and theology with flexibility and innovation, enabling a national movement to grow at scale. If ..... full job details .....