At a Glance
- Tasks: Lead customer segment strategy, driving performance and enhancing customer experience.
- Company: Dynamic financial services organisation committed to diversity and inclusion.
- Benefits: Generous pension, performance bonuses, flexible benefits, 30 days holiday, and wellbeing initiatives.
- Other info: Hybrid working model with opportunities for career advancement.
- Why this job: Make a real impact by shaping customer journeys and driving sustainable growth.
- Qualifications: Experience in customer segment delivery and strong commercial acumen required.
The predicted salary is between 106565 - 125370 £ per year.
Salary: £106,565-125,370 pa (some flexibility for the right candidate)
Location(s): Birmingham, Bristol, Halifax, Leeds, Manchester & Edinburgh
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 in the locations shown above.
About this Opportunity: Are you a customer-obsessed leader with a track record for driving performance and leading change? The Consumer Segment Team is growing and is seeking a Head of Customer Segment & Performance to lead a priority customer segment. This role champions the customer, combining deep insight into customer needs and behaviours with strong commercial accountability to drive retention, sustainable growth and improved customer experience.
About the Role: In this role, you'll be:
- Taking ownership of the end-to-end experience for your customer segment, defining and shaping the full customer journey across products, propositions, channels and touchpoints to ensure a coherent and high-quality experience aligned to customer needs and commercial outcomes.
- Taking ownership of the commercial performance of your customer segment, delivering growth through effective customer portfolio management, monitoring customer performance and the prioritisation of key performance issues and improvements.
- Using data and insight to actively drive customer performance, improving customer outcomes while effectively managing propositions, engagement and experience (including remedial activity), prioritising actions to ensure that commercial targets are met.
- Leading the delivery of the segment's growth strategy, translating strategic plans into tangible commercial opportunities and deliverables, across products, propositions and go-to-market activity, maximising commercial and customer impact for your key prioritised segments.
- Embedding inclusive and responsible outcomes, ensuring vulnerability, accessibility and digital inclusion are integral to segment plans and delivery and prioritised accordingly.
What You'll Need: We encourage applications from candidates from diverse backgrounds. To progress to the next stage of the selection process, your CV and cover letter should clearly demonstrate how you meet the requirements set out below.
- Customer segment delivery experience (within Financial Services)
- Commercially-driven and performance-focused with a proven track record of shaping and delivering commercial outcomes for a large customer segment, ideally within a large financial, FinTech or Banking organisation.
- Customer-focused thinking: Proven ability to deeply understand customer needs, utilising insight on segment demographics and other data to develop, build and deliver plans that address them effectively.
- Product & Proposition expertise: Significant experience of designing, running and optimising products and propositions ideally within a financial services environment, with a strong understanding of performance drivers and a track record of being able to scope future opportunities.
- Strategic & analytical thinking: Strong understanding of segment demographics and the wider external landscape (economic, societal, technological, political) and using this insight to identify and create commercial opportunities.
- Comfortable setting direction and recognising opportunities at a strategic level, while operating confidently in the detail to analyse performance, generate insight and make evidence-based decisions.
- Leading change & delivery: Proven ability to drive customer plan activity and optimise propositions, products, communications, and marketing through large scale complex organisations deploying effective matrix management.
- Relationship building, communication & influence: Strong relationship building and influencing skills, with experience engaging senior business leaders and business partners to gain buy-in and collectively champion the customer segment agenda at organisational level.
- Bold and constructive challenger: Able to evidence the ability to think big, challenge the status quo and raise standards, igniting change within a regulated environment in a way that motivates, inspires and brings others with you.
About Working for Us: Our focus is to ensure we're 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's why we especially welcome applications from under-represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.
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
If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.
Proud member of the Disability Confident employer scheme.
Head of Customer Segment & Performance employer: Lloyds Banking Group
Join a forward-thinking organisation that prioritises inclusivity and celebrates diversity, making it an exceptional employer for the Head of Customer Segment & Performance role. With a hybrid working model across vibrant cities like Birmingham, Bristol, and Manchester, you will benefit from a generous pension scheme, performance-related bonuses, and a supportive work culture that fosters personal and professional growth. Our commitment to employee wellbeing and innovative initiatives ensures that you can thrive both in your career and personal life.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Segment & Performance
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs. Keep it concise and impactful—think of it as your personal brand statement.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s just good manners!
We think you need these skills to ace Head of Customer Segment & Performance
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Customer Segment & Performance role. Highlight your customer segment delivery experience and any commercial achievements that align with what we're looking for.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this role. Use it to showcase your understanding of customer needs and how you've driven performance in previous roles, especially in financial services.
Showcase Your Analytical Skills:We want to see your strategic and analytical thinking in action. Include examples of how you've used data to drive customer performance and make evidence-based decisions in your past roles.
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 Inside Out
Before the interview, dive deep into understanding the customer segment you'll be leading. Familiarise yourself with their needs, behaviours, and pain points. This will not only show your commitment but also allow you to discuss how you can enhance their experience effectively.
✨Showcase Your Commercial Acumen
Prepare examples that highlight your track record in driving commercial outcomes. Be ready to discuss specific strategies you've implemented in previous roles that led to measurable growth. This will demonstrate your ability to deliver results in a performance-focused environment.
✨Bring Data to the Table
Since this role heavily relies on data-driven insights, come prepared with examples of how you've used data to inform decisions and improve customer outcomes. Discuss any tools or methodologies you've employed to analyse performance and drive change.
✨Demonstrate Leadership and Influence
Think about instances where you've successfully led change or influenced senior stakeholders. Be ready to share stories that illustrate your relationship-building skills and how you've championed customer agendas within complex organisations.
