Description
JOB TITLE
Head of Customer (Segment) Retail Banking
SALARY
£106,565 – £125,370 pa (some flexibility for the right candidate)
LOCATION(S)
Birmingham, Bristol, Halifax, Leeds, Manchester & Edinburgh
HOURS
Full time – 35 hours per week
WORKING PATTERN
Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
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
In this role, you’ll:
1. Be accountable for the commercial performance of your customer segment, across key business levers eg income, retention and growth
2. Use data and insight to actively manage and improve customer and commercial outcomes, prioritising the most impactful performance issues and opportunities
3. Lead the delivery of the segment’s growth strategy, translating strategy into tangible commercial actions across products, propositions and go‑to‑market activity
4. Run and optimise retail products and customer propositions, ensuring they perform commercially and meet evolving customer needs
5. 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
6. Embed inclusive and responsible outcomes, ensuring vulnerability, accessibility and digital inclusion are integral to segment plans and delivery
WHAT YOU’LL NEED
To progress, your CV and cover letter should clearly demonstrate:
Customer segment leadership
7. Absolute passion for making a difference to our customers with experience of driving customer led transformation through an organisation
8. Significant experience leading a customer segment within financial services
9. Successful track record of running customer portfolios from both a customer and commercial performance perspective. Strong commercial and P&L ownership
10. Demonstrable experience owning or influencing P&L, income and commercial performance for customer groups or propositions
11. Evidence of driving sustainable growth through effective portfolio and product management
Product & proposition expertise
12. Significant experience designing, running and optimising financial services products and propositions
13. Clear understanding of customer and commercial performance drivers, with the ability to deliver through complex organisations and matrix structures
Strategic & analytical thinking
14. Strong understanding of segment demographics and the wider external landscape (economic, societal, technological)
15. 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
16. Proven ability to drive complex change across large, matrix organisations, improving products, propositions, journeys and communications
Influence & leadership
17. Strong influencing skills with experience engaging senior leaders and partners to champion the segment agenda
18. A confident, constructive challenger who raises standards and brings others with them in a regulated environment
ABOUT WORKING FOR US
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.
We also offer a wide‑ranging benefits package, including:
19. A generous pension contribution of up to 15%
20. Annual performance‑related bonus
21. Share schemes including free shares
22. 30 days’ holiday plus bank holidays
23. Flexible benefits and wellbeing support
24. Generous parental leave policies
READY TO APPLY?
If you’re excited by the opportunity to lead a major retail customer segment with real commercial accountability, we’d love to hear from you.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.