Having spent 13 years at Virgin Money holding a variety of roles within the retail network and operations teams, Elizabeth Eastburn joins the Cumberland as the newly appointed Head of Direct Distribution, and will be responsible for the branch network, mortgage hubs, customer experience and complaints.
Elizabeth is looking forward to working with colleagues across the region to find ways to further improve The Cumberland’s award-winning, ‘kinder’ customer experience. She brings a wealth of knowledge to her new role, having formerly been involved in transforming branch networks to a world-class standard.
Previously she has developed ways to support and care for vulnerable customers which gave her insights into supporting those who need it most – 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 continue to nurture our 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’ 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.”