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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