Description
JOB TITLE: Senior Manager - Financial Wellbeing Strategy
LOCATION(S): Chester, Halifax or Leeds
HOURS: Full‑time
WORKING PATTERN: Our work style is hybrid, involving at least two days per week or 40% of time in an office. Colleagues with disabilities can be supported with workplace adjustments.
What you'll be doing
We’re on an exciting journey to transform the Group and the way we shape finance for good. Within Financial Wellbeing, our purpose is to help customers navigate financial difficulty with simple, flexible and sustainable solutions that support long‑term resilience. This team plays a critical role in ensuring we deliver fair, consistent and positive outcomes for customers across our unsecured lending portfolios, particularly at moments when they need us most.
We’re looking for a Customer Treatment Strategies Senior Manager to help lead this agenda. In this role, you’ll be responsible for shaping and evolving customer treatment and contact strategies that support customers facing financial difficulty, ensuring they are intuitive, effective and appropriate across channels. You’ll use data, insight and emerging consumer trends to assess performance, adapt strategies and continuously improve outcomes, balancing customer needs with conduct, credit risk and performance considerations.
You’ll work closely with Product, Credit Risk, Platforms and Customer Financial Assistance teams, acting as a subject matter expert and trusted partner across the organisation. A key part of the role is leading and developing a team of customer treatment strategy managers, setting clear direction, supporting delivery and building future‑focused capability. It’s a high‑impact leadership role for someone who is passionate about customer outcomes and motivated by the opportunity to make a meaningful difference at scale.
Skills we would like to see
Essential
1. 3+ years experience owning, shaping or influencing unsecured retail banking products or portfolios (e.g. Credit Cards, Personal Loans, Motor / Car Finance, Personal Current Accounts).
2. Demonstrable experience using data and MI to evaluate strategy performance, including customer outcomes, conduct, credit risk and commercial impacts, and translating insight into actionable strategy changes.
3. Demonstrable experience working in cross‑functional environments, collaborating with Credit Risk, Operations, Customer Support, Platforms/Technology and Policy or Conduct teams.
4. Strong strategic judgement, with the ability to balance customer outcomes, risk, regulatory considerations and commercial performance.
5. Proven people leadership experience, leading and developing specialist teams (e.g. strategy, policy, analytics or product-aligned teams), with accountability for delivery and capability building.
Desirable
6. Proven experience leading customer treatment strategies or customer outcomes strategies for an unsecured retail credit portfolio (e.g. Credit Cards, Personal Loans, Motor / Car Finance), including customers in financial difficulty or vulnerability.
7. Strong back book / portfolio management experience, with the ability to design, optimise and govern treatment strategies across the full customer lifecycle (early arrears, collections, support and recovery).
8. Familiarity with regulatory expectations relevant to financial difficulty, vulnerability and conduct risk.
9. Exposure to transformation or change initiatives impacting customer treatment, strategy or operating models.
This is a place for you
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
We offer a wide‑ranging benefits package, including:
10. A generous pension contribution of up to 15%
11. An annual performance‑related bonus
12. Share schemes including free shares
13. Benefits you can tailor to your lifestyle, such as discounted shopping
14. 30 days’ holiday, plus bank holidays
15. A range of wellbeing initiatives and generous parental leave policies
Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!
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.