At a Glance
- Tasks: Lead customer segment performance and enhance the end-to-end experience for priority consumers.
- Company: Dynamic retail banking organisation focused on customer-led transformation.
- Benefits: Generous salary, pension contributions, performance bonuses, and 30 days holiday.
- Other info: Hybrid working options available with a commitment to diversity and inclusion.
- Why this job: Make a real impact on customer experiences while driving sustainable growth.
- Qualifications: Proven leadership in customer segments within financial services and strong commercial acumen.
The predicted salary is between 106565 - 125370 € per year.
We’re looking for a senior, customer‑led leader to own the performance and end‑to‑end experience of a priority consumer segment. As Head of Customer Segment & Performance, you’ll set the strategic direction for your segment, using insight to shape journeys, propositions and growth priorities while delivering sustainable commercial outcomes. Working across a complex organisation, you’ll influence at scale, embed inclusive and responsible practices, and translate strategy into measurable impact for customers and the business.
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
- Be accountable for the commercial performance of your customer segment, across key business levers such as 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
- 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.
- Product & Proposition Expertise: 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 along in a regulated environment.
We are particularly interested in candidates with retail banking experience.
Benefits
- A generous pension contribution of up to 15%
- Annual performance‑related bonus
- Share schemes including free shares
- 30 days’ holiday plus bank holidays
- Flexible benefits and wellbeing support
- Generous parental leave policies
Diversity & Inclusion
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.
Head of Customer Segment in Manchester employer: Lloyds Banking Group
As a leading player in retail banking, we pride ourselves on being an exceptional employer that champions customer-centric leadership and innovation. Our inclusive work culture fosters collaboration and personal growth, offering generous benefits such as a substantial pension contribution, performance-related bonuses, and flexible working options across vibrant locations like Birmingham, Manchester, and Edinburgh. Join us to make a meaningful impact while enjoying a supportive environment that values diversity and empowers you to thrive in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Segment in Manchester
✨Tip Number 1
Network like a pro! Reach out to connections in the retail banking sector and let them know you're on the hunt for a Head of Customer Segment role. A personal recommendation can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s customer segment strategies. Show us you understand their goals and how you can drive performance. Tailor your examples to highlight your experience in leading customer-led transformations.
✨Tip Number 3
Don’t just wait for job openings to pop up! Keep an eye on our website and apply directly through it. We love seeing proactive candidates who are genuinely interested in joining our team.
✨Tip Number 4
Follow up after interviews with a thank-you note that reiterates your passion for the role. Mention specific points from your conversation that excited you. It shows us you’re engaged and serious about making an impact!
We think you need these skills to ace Head of Customer Segment in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer segment leadership and financial services. We want to see how your skills align with our mission to drive customer-led transformation.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve driven commercial performance and growth in previous roles. We love numbers, so include metrics that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who is not only skilled but also passionate about making a difference for customers. Share your story and what motivates you!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures you’re considered for the role you’re excited about!
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 needs, preferences, and pain points. This will not only show your passion for making a difference but also demonstrate your 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 sustainable growth in previous roles. Use specific examples to illustrate how you've managed customer portfolios and improved commercial performance. This will highlight your strategic thinking and analytical skills.
✨Demonstrate Your Change Management Skills
Since this role involves leading change at scale, come equipped with examples of how you've successfully implemented complex changes in large organisations. Discuss the challenges you faced and how you overcame them, showcasing your ability to influence and engage senior leaders.
✨Emphasise Inclusivity and Responsibility
Given the importance of embedding inclusive practices, be ready to talk about how you've ensured accessibility and digital inclusion in your past projects. Share your thoughts on how these elements can enhance customer experience and drive better outcomes for all segments.
