Everyday Banking is at the heart of our growth strategy, supporting our mission to provide the best products for our UK customers and to grow relationships of the bank. We are heavily investing in our Everyday Banking products and teams to deliver on our purpose of Helping Britain Prosper. We seek an open, collaborative, driven, and commercially-minded leader with an agile mentality who can lead a diverse team while enjoying the journey.
The Head of Customer Connections is a pivotal role within Everyday Banking, responsible for driving customer growth and engagement across our Current Account products. This role combines commercial accountability with customer-centric design, ensuring mobile-first, personalized experiences that deepen relationships and achieve measurable outcomes.
Key Responsibilities:
1. Own the trading and customer flow, leveraging deep understanding of customer behaviors to improve conversion, activation, and engagement.
2. Influence marketing campaigns and optimize the public website to meet demand in a mobile-first environment.
3. Collaborate with platform teams to create market-leading onboarding journeys.
4. Shape and execute activation strategies for initial customer engagement.
5. Bring insights and customer focus to product strategies and future propositions.
6. Ensure effective risk management and internal controls, adhering to policies, procedures, and regulatory requirements.
7. Understand the product market, including customer, market, conduct, regulatory, and competitor trends.
8. Inspire and develop a diverse, high-performing team through coaching and inclusive leadership.
Working Pattern:
Our work style is hybrid, involving at least two days per week at one of our hubs.
Why Lloyds Banking Group?
We are evolving, investing in our people, data, and technology to meet the changing needs of our 26 million customers. We embrace collaborative, agile ways of working to deliver the best outcomes for colleagues, customers, and businesses. Join us on this journey!
Required Skills and Experience:
* Deep knowledge of customer and value frameworks, with a focus on benefits realization for Current Account & Overdraft products.
* Broad experience across products, channels, UX design, and marketing, using benchmarking and gap analysis to develop strategies.
* Strong focus on acquisition, engagement, and experience performance.
* Ability to lead multiple teams to deliver complex value releases through agile practices.
* Innovative thinker who challenges the status quo and leads towards the future of banking.
About Working for Us:
We are committed to inclusivity and diversity, creating an environment where everyone feels they belong and can excel. We welcome applications from under-represented groups and are disability confident. If you need adjustments during recruitment, let us know. If you're excited to join our team, we want to hear from you.
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