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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 a hybrid working model.
- Other info: Join a collaborative team with opportunities for professional growth.
- Why this job: Make a real impact in retail banking while driving customer-led transformation.
- Qualifications: Proven leadership in customer segments and strong commercial performance experience.
The predicted salary is between 106565 - 125370 ÂŁ per year.
ÂŁ106,565 - ÂŁ125,370 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, handsâon 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 goâtoâmarket activity
- Run and optimise retail products and customer propositions, ensuring they perform commercially and meet evolving customer needs
- Own the endâtoâend retail customer experience for your segment, shaping the full customer journey across products, propositions, channels and touchpoints to deliver coherent, highâquality 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 evidenceâbased 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 in West Bromwich employer: Lloyds Banking Group
Contact Detail:
Lloyds Banking Group Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Head of Customer Segment in West Bromwich
â¨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 the Head of Customer Segment role. A personal recommendation can make all the difference.
â¨Tip Number 2
Prepare for those interviews by diving deep into the company's customer segment strategies. Show us you understand their goals and how you can drive commercial performance. Tailor your examples to highlight your experience in leading customer transformations.
â¨Tip Number 3
Donât 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.
â¨Tip Number 4
Be ready to discuss data-driven insights during your interviews. We want to hear how you've used analytics to improve customer experiences and drive growth in your previous roles. Bring those numbers to life!
We think you need these skills to ace Head of Customer Segment in West Bromwich
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV is tailored to highlight your experience in customer segment leadership and financial services. Use specific examples that showcase your track record of driving commercial performance and customer-led transformation.
Craft a Compelling Cover Letter: Your cover letter should tell a story about your passion for improving customer experiences. Highlight how your strategic thinking and analytical skills have led to successful outcomes in previous roles, especially in retail banking.
Showcase Your Achievements: Donât just list your responsibilities; focus on your achievements! Use metrics to demonstrate how youâve driven growth, retention, and improved customer experiences in your past roles. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply through our website for a seamless application process. Itâs the best way for us to receive your application and ensures you donât miss out on any important updates from our team.
How to prepare for a job interview at Lloyds Banking Group
â¨Know Your Numbers
As a Head of Customer Segment, you'll need to demonstrate your understanding of commercial performance. Brush up on key metrics like P&L, income, and retention rates. Be ready to discuss how you've used data to drive growth in previous roles.
â¨Showcase Your Customer-Centric Approach
This role is all about championing the customer. Prepare examples that highlight your passion for improving customer experiences and how you've led customer-led transformations. Think about specific initiatives you've implemented that made a real difference.
â¨Demonstrate Strategic Thinking
Youâll need to set strategic direction while also being detail-oriented. Prepare to discuss how you've diagnosed performance issues and generated insights in complex organisations. Use examples that show your ability to balance high-level strategy with practical execution.
â¨Engage with Influence
Strong influencing skills are crucial for this position. Think of times when you've successfully engaged senior leaders or partners to champion your agenda. Be ready to share how you navigated challenges and brought others along with you in a regulated environment.