Job Summary We’re looking for a senior, customer‑led leader to own the performance and end‑to‑end experience of a priority consumer segment. As Head of Customer Segment & Performance, you’ll set the strategic direction for your segment, using insight to shape journeys, propositions and growth priorities while delivering sustainable commercial outcomes. Working across a complex organisation, you’ll influence at scale, embed inclusive and responsible practices, and translate strategy into measurable impact for customers and the business.
Job Title Head of Customer (Segment) Retail Banking
Salary £106,565 – £125,370 pa (some flexibility for the right candidate)
Locations Birmingham, Bristol, Halifax, Leeds, Manchester & Edinburgh
Hours Full time – 35 hours per week
Working Pattern Hybrid – spend at least two days (or 40%) per week at one of our office sites.
End Date Thursday 14 May 2026
Flexible Working Options Hybrid Working, Job Share
About This Opportunity Are you a
commercial, customer‑obsessed retail financial services leader
with a track record of running products, propositions and customer portfolios at scale? Our
Consumer Segment Function
is growing and we’re looking for a
Head of Customer Segment
to lead one of our priority customer growth segments. This role champions the customer
and
owns commercial performance – using deep insight, strong propositional leadership and clear accountability to drive sustainable growth, retention and improved customer experience.
This is a senior, hands‑on leadership role for someone who has a proven track record of driving bottom line commercial results through a
customer segment approach .
About The Role
Be accountable for the commercial performance of your customer segment, across key business levers such as income, retention and growth.
Use data and insight to actively manage and improve customer and commercial outcomes, prioritising the most impactful performance issues and opportunities.
Lead the delivery of the segment’s growth strategy, translating strategy into tangible commercial actions across products, propositions and go‑to‑market activity.
Run and optimise retail products and customer propositions, ensuring they perform commercially and meet evolving customer needs.
Own the end‑to‑end retail customer experience for your segment, shaping the full customer journey across products, propositions, channels and touchpoints to deliver coherent, high‑quality outcomes.
Embed inclusive and responsible outcomes, ensuring vulnerability, accessibility and digital inclusion are integral to segment plans and delivery.
What You’ll Need Customer Segment Leadership
Absolute passion for making a difference to our customers with experience of driving customer‑led transformation through an organisation.
Significant experience leading a customer segment within financial services.
Successful track record of running customer portfolios from both a customer and commercial performance perspective. Strong commercial and P&L ownership.
Demonstrable experience owning or influencing P&L, income and commercial performance for customer groups or propositions.
Evidence of driving sustainable growth through effective portfolio and product management.
Product & Proposition Expertise
Significant experience designing, running and optimising financial services products and propositions.
Clear understanding of customer and commercial performance drivers, with the ability to deliver through complex organisations and matrix structures.
Strategic & Analytical Thinking
Strong understanding of segment demographics and the wider external landscape (economic, societal, technological).
Able to set strategic direction and operate confidently in the detail to diagnose performance, generate insight and make evidence‑based decisions.
Leading Change at Scale
Proven ability to drive complex change across large, matrix organisations, improving products, propositions, journeys and communications.
Influence & Leadership
Strong influencing skills with experience engaging senior leaders and partners to champion the segment agenda.
A confident, constructive challenger who raises standards and brings others along in a regulated environment.
We are particularly interested in candidates with
retail banking experience .
Benefits
A generous pension contribution of up to 15%
Annual performance‑related bonus
Share schemes including free shares
30 days’ holiday plus bank holidays
Flexible benefits and wellbeing support
Generous parental leave policies
Diversity & Inclusion We’re committed to building a diverse, inclusive organisation where everyone can thrive. We offer reasonable workplace adjustments and are proud to be a Disability Confident Leader.
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