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- Tasks: Lead and optimise retail banking customer segments for sustainable growth and improved experiences.
- Company: Dynamic financial services organisation committed to diversity and inclusion.
- Benefits: Generous pension, flexible benefits, wellbeing support, and hybrid working model.
- Other info: Join a collaborative team with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer experience while driving commercial success.
- Qualifications: Proven leadership in customer segments and strong commercial performance track record.
The predicted salary is between 106565 - 125370 £ per year.
£106,565 - £125,370 pa (some flexibility for the right candidate)
LOCATION(S): Birmingham, Bristol, Halifax, Leeds, Manchester & Edinburgh
Regular presence alongside your team and peers is expected as part of our hybrid working model.
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:
- Be accountable for the commercial performance of your customer segment, across key business levers eg 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: To progress, your CV and cover letter should clearly demonstrate:
- 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
- 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 with them in a regulated environment
We are particularly interested in candidates with retail banking experience.
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.
Benefits: We also offer a wide-ranging benefits package, including:
- A generous pension contribution of up to 15%
- Flexible benefits and wellbeing support
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.
Head of Customer Segment employer: Lloyds Banking Group
Contact Detail:
Lloyds Banking Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Segment
✨Tip Number 1
Network like a pro! Reach out to your connections in the retail banking sector and let them know you're on the hunt for a Head of Customer Segment role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by diving deep into the company's customer segment strategies. Show us that you understand their commercial performance drivers and how you can contribute to their growth. Tailor your examples to highlight your experience in leading customer-led transformations.
✨Tip Number 3
Don’t just apply anywhere; focus on roles that truly excite you, like the Head of Customer Segment position. Use our website to find opportunities that match your skills and passion. We want to see you thrive in a role that makes a difference!
✨Tip Number 4
Follow up after interviews with a thank-you note that reiterates your enthusiasm for the role. Mention specific points from your conversation that resonated with you. This shows us that you're genuinely interested and keeps you top of mind as they make their decision.
We think you need these skills to ace Head of Customer Segment
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to highlight your experience in customer segment leadership and retail banking. We want to see how your past roles align with the responsibilities of the Head of Customer Segment position.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're passionate about making a difference for customers. Share specific examples of how you've driven customer-led transformation in your previous roles, as this will really resonate with us.
Showcase Your Analytical Skills: We love data-driven decision-making! In your application, be sure to mention instances where you've used insights to improve customer outcomes or commercial performance. This will demonstrate your strategic thinking and analytical prowess.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Segment Inside Out
Before the interview, dive deep into understanding the specific customer segment you'll be leading. Familiarise yourself with their demographics, needs, and pain points. This will not only show your passion for making a difference but also demonstrate your strategic thinking and ability to drive customer-led transformation.
✨Showcase Your Commercial Acumen
Be prepared to discuss your experience with P&L ownership and how you've driven commercial performance in previous roles. Bring concrete examples of how you've managed customer portfolios and achieved sustainable growth. This will highlight your capability to own the commercial performance of the segment.
✨Demonstrate Change Leadership Skills
Think of specific instances where you've successfully led change in complex organisations. Be ready to share how you improved products, propositions, or customer journeys. This will illustrate your ability to influence and lead effectively, which is crucial for this senior role.
✨Engage with Insightful Questions
Prepare thoughtful questions that reflect your understanding of the role and the company’s goals. Ask about their current strategies for customer retention and growth, or how they ensure inclusivity in their offerings. This shows your genuine interest and strategic mindset, making you stand out as a candidate.