Julie-Ann Haines joined the Society in 2007, building and developing its award winning e-commerce business. In 2010, Julie-Ann was appointed Director of IT & e-channels and at the end of 2012 was promoted to Customer Director, Julie-Ann is responsible for marketing, distribution and operations at the building society as well as having P&L responsibility for the core Society.
This role is designed to ensure a unified, consistent experience for Principality customers across all channels of the business, offering the right products and a service level consistent with what customers expect. Julie-Ann is also responsible for providing a strong customer service operation that we consider to be instrumental in meeting the Board’s ambitious growth strategy.
Prior to Principality, Julie-Ann had more than 15 years’ experience of working in leading customer-centric retail businesses, holding key positions in sales, marketing and technology in businesses such as Sainsbury’s and HBOS.
Principality Building Society has been a mutual building society for over 150 years and we remain committed to our mutual heritage because we believe that this is in the best long-term interests of our current and future Members. Being a truly mutual society means that we are owned by and run for the benefit of our Members – our savers and borrowers. Because we do not have any shareholder interests to satisfy, all our profits are put back into your Society to benefit Members.
Our priority is to keep our Members’ money safe, generate capital through making adequate profit. However in addition, we must behave responsibly, keep close to our members and what is important to them. We know that supporting the communities in which we work and live is really important. Whether that is about stimulating house building, giving our time through volunteering or partnering with charities and organisations that help with people’s wellbeing and prosperity.
I am responsible for all the areas of our business that serve our members; whether that be in our 71 branches and agencies across Wales and the Borders, through our bi-lingual contact centre, through our marketing and strategy teams who design products, are responsible for designing and implementing our CSR strategy or the operational areas that underwrite new mortgage applications or carry out servicing requests. It is vital that the 600 people who work for me deliver not only exceptional service but are the face of our organisation externally and live and breathe the values that are central to our purpose and strategy.
Why Julie has been nominated
Julie-Ann is a key and important leader in our business with a role that has broad impact on communities in Wales and the borders.
She is strategic, driven and an inspirational leader who will benefit from and add excellent value to the programme.