At a Glance
- Tasks: Lead customer segment strategy and enhance the end-to-end experience for retail banking customers.
- Company: Dynamic financial services 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 in a leading role.
- Qualifications: Proven leadership in customer segments and strong commercial acumen in financial services.
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 Trinity employer: Lloyds Banking Group
As a leading player in retail banking, we pride ourselves on being an excellent 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. With a commitment to diversity and employee wellbeing, we provide a supportive environment where you can thrive while making a meaningful impact on our customers' experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Segment in Trinity
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work in retail banking. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching the company and its customer segments. Show us you understand their goals and how you can drive performance and growth in that area.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Head of Customer Segment. Highlight your successes in driving customer-led transformation and commercial performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Head of Customer Segment in Trinity
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 it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Segment
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 Change Leadership
Think of instances where you've successfully led change in complex organisations. Be ready to share how you navigated challenges and engaged stakeholders to champion your segment agenda. This will showcase your influencing skills and ability to drive complex change at scale.
✨Emphasise Inclusivity and Responsibility
Discuss how you've embedded inclusive practices in your previous roles. Share examples of how you've ensured accessibility and digital inclusion in customer propositions. This will align with the company's commitment to diversity and inclusion, showing that you can lead with responsibility.
