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 Scotland employer: Lloyds Banking Group
As a leading player in retail banking, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises customer-centric innovation and employee growth. With competitive benefits such as a generous pension contribution, performance-related bonuses, and flexible working options, our employees are empowered to thrive both personally and professionally. Join us in Birmingham, Bristol, Halifax, Leeds, Manchester, or Edinburgh, where you can make a meaningful impact while enjoying a supportive environment that champions diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Segment in Scotland
✨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 friendly chat can lead to insider info or even a referral.
✨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 sustainable growth. Tailor your examples to highlight your experience in leading customer-led transformations.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you note to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds!
✨Tip Number 4
Check out our website for the latest openings and apply directly. We love seeing candidates who are proactive and genuinely interested in joining our team. Plus, it gives you a better chance to stand out!
We think you need these skills to ace Head of Customer Segment in Scotland
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Customer Segment role. Highlight your experience in customer-led transformation and how it aligns with our goals at StudySmarter. We want to see how you can make a difference!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples that demonstrate your track record in driving commercial performance and customer satisfaction. Numbers speak volumes, so include metrics where possible.
Be Authentic:Let your personality shine through in your application. We value authenticity and want to know what makes you tick. Share your passion for customer experience and how you’ve influenced change in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter team!
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
Think of instances where you've successfully led change across complex organisations. Be ready to share stories that showcase your ability to influence senior leaders and engage teams in driving improvements. This will underline your capability to lead at scale and manage diverse stakeholders.
✨Emphasise Inclusivity and Responsibility
Given the importance of embedding inclusive practices, come prepared with ideas on how you would ensure vulnerability, accessibility, and digital inclusion are integral to your segment plans. This will reflect your commitment to responsible leadership and resonate well with the company's values.
