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- Tasks: Lead a team to enhance customer journeys for businesses facing financial difficulties.
- Company: Join Lloyds Banking Group, a leader in financial services with a commitment to diversity.
- Benefits: Enjoy a competitive salary, generous pension, 30 days holiday, and flexible working options.
- Why this job: Make a real impact on financial wellbeing for SMEs while shaping the future of finance.
- Qualifications: Experience in financial services and leading high-performing teams is essential.
- Other info: Be part of a values-led culture focused on inclusion and personal development.
The predicted salary is between 76194 - 89640 £ per year.
Locations: Bristol, Glasgow, Edinburgh, Birmingham
Time Type: Full time
Posted on: Posted Today
End Date: February 16, 2026
Job Requisition ID: 150958
Salary Range: £76,194 - £89,640
Flexible Working Options: Hybrid Working, Job Share
Job Description Summary:
This newly expanded role covers both SME and Business Banking customers experiencing financial difficulties. You’ll own the end to end journey and eco‑system, define support measures for SME Local Support and BB pre‑arrears, and lead a team of SME focused Customer Financial Support specialists. You’ll also drive high priority changes from recent second line credit oversight and lead improvements arising from our ongoing end to end review of Financial Wellbeing activity.
If you’re ready to make a real impact and shape the future of support for businesses in difficulty, we want to hear from you.
What you’ll be doing:
- Lead and manage the SME focused Customer Financial Support team while owning the end to end journey across SME and BB
- Drive delivery of Credit Risk Review and end to end review outcomes by influencing and collaborating with stakeholders
- Manage and enhance the BB pre‑arrears journey, challenging the status quo and embedding improvements and best practice
- Champion alignment and integration of customer journeys across SME and BB to identify and deliver process improvements
- Develop and implement strategies that strengthen financial wellbeing support for customers experiencing difficulties
- Present clearly and confidently to stakeholders at all levels while prioritising tasks and projects to ensure successful delivery
What you’ll need:
- Proven experience within financial services working with businesses in financial difficulty and designing customer experiences
- Experience leading a high‑performing team to deliver customer‑led initiatives, change management programmes and process transitions
- Strong problem solving, strategic analysis and project management capability
- Ability to influence and build trusted relationships with stakeholders at all levels
- Understanding of the regulatory environment and how it impacts colleagues and BCB clients
About working for us:
Our ambition is to be the top tier 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 offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance-related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30 days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
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’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.
With 320 years under our belt, we’re used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.
Senior Manager - Customer Journeys, BCB Financial Wellbeing in Birmingham employer: Lloyds Bank plc
Contact Detail:
Lloyds Bank plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager - Customer Journeys, BCB Financial Wellbeing in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the hunt for a Senior Manager role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their values, and be ready to discuss how your experience aligns with their mission. Practise common interview questions and think about how you can showcase your leadership skills and customer journey expertise.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Lloyds Banking Group. So, what are you waiting for? Get that application in!
We think you need these skills to ace Senior Manager - Customer Journeys, BCB Financial Wellbeing in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Manager role. Highlight your experience in financial services and any leadership roles you've had. We want to see how your background aligns with our mission to support businesses in financial difficulty.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about improving customer journeys and how you can make a real impact at Lloyds Banking Group. Be sure to mention specific examples from your past that demonstrate your skills.
Showcase Your Problem-Solving Skills: In your application, don’t forget to highlight your problem-solving abilities. We’re looking for someone who can challenge the status quo and drive improvements, so share examples of how you've successfully navigated challenges in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Lloyds Bank plc
✨Know Your Customer Journeys
Make sure you understand the end-to-end customer journey for both SME and Business Banking. Familiarise yourself with the challenges businesses face when experiencing financial difficulties, and think about how you can improve their experience. This will show your potential employer that you're ready to make a real impact.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past, especially in delivering customer-led initiatives or managing change. Be ready to discuss your approach to building high-performing teams and how you foster collaboration among stakeholders.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've tackled complex problems or implemented strategic changes. Highlight your analytical skills and how you've used them to drive improvements in customer journeys or processes. This will resonate well with the interviewers looking for someone who can challenge the status quo.
✨Understand the Regulatory Environment
Brush up on the regulatory aspects that affect financial services and how they impact both colleagues and clients. Being knowledgeable in this area will not only impress your interviewers but also demonstrate your commitment to compliance and best practices in financial wellbeing.
