Lead Customer Value Manager (Scottish Widows)

**End Date** Thursday 26 February 2026

**Salary Range** £76,194 - £89,640

**Flexible Working Options** Hybrid Working, Job Share

**Job Description Summary**

This role is accountable for maximising long-term customer value by shaping and implementing strategies that increase customer retention, deepening engagement, improving satisfaction, and reducing avoidable demand. The role ensures that every stage of the customer lifecycle is understood from a lifetime value perspective – ranging from onboarding to renewal and beyond – driving sustainable growth, operational efficiency, and improved customer outcomes.

**Key responsibilities**

• Strategy & leadership: Develop and lead the organisation’s customer lifetime value strategy across all segments and product lines. Lead cross-functional collaboration (Operations, Marketing, Product, Digital, Risk, Finance) to align around lifecycle priorities and customer-centric metrics. Establish a data-driven framework for measuring and improving customer lifetime value, including predictive analytics and behavioural insights.
• Customer lifecycle management: Develop strategies for onboarding, engagement, retention, renewal, and win-back. Lead the lifecycle communication strategy, ensuring timely, relevant, and personalised interactions through digital and human channels.
• Reducing failure demand & operational efficiency: Identify and quantify repeat or avoidable contact, leakage points, and service gaps affecting retention or satisfaction. Partner with Operations to reduce unnecessary telephony demand and cost drivers while improving customer experience. Build a roadmap of initiatives that deliver both customer benefit and operational savings that can be delivered in partnership with Operations and Platforms.
• Customer insights & performance: Utilise and lead CLV dashboards, predictive models, and performance tracking to inform decision-making at executive level. Use insight to influence product enhancements, service design, digital journeys, and communications. Monitor important metrics such as retention, contact demand, engagement, and cost-to-serve.
• Leadership capability: Build and lead a high-performing team of lifecycle managers. Influence senior stakeholders and guide executive decision-making with compelling evidence and narrative. Foster a culture of customer obsession, continuous improvement, and outcome-based delivery.

**About you**

• Demonstrable senior leadership experience in Customer Experience, Lifecycle Management, Marketing, or Digital Transformation.
• Strong commercial savvy with ability to run CLV models, forecasting, and business cases.
• Expertise in identifying and reducing failure demand and cost drivers.
• Deep understanding of customer journey optimisation, behavioural insight, and data-guided decision-making.
• Ability to translate strategy into actionable roadmaps and measurable outcomes.
• Experience in regulated industries (e.g., financial services) preferred.

**About working for us**

Our focus is to ensure we are inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it is why we especially welcome applications from under-represented groups. We are disability confident. So, if you would like reasonable adjustments to be made to our recruitment processes, just let us know.

So, if you are excited by the thought of becoming part of our team, get in touch. We would 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.

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. Here, you’ll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.