At a Glance
- Tasks: Lead customer segment performance and enhance the end-to-end experience for retail banking.
- Company: Dynamic financial services organisation focused on customer-led transformation.
- Benefits: Generous salary, pension contributions, performance bonuses, and 30 days holiday.
- Other info: Flexible working options and 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 and strong commercial acumen required.
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 employer: Lloyds Banking
As a leading player in retail banking, we pride ourselves on being an excellent employer that champions customer-centric leadership and innovation. Our hybrid working model promotes flexibility, while our commitment to diversity and inclusion ensures a supportive environment for all employees. With competitive benefits, including a generous pension scheme and ample holiday allowance, we provide numerous opportunities for professional growth and development in vibrant locations such as Birmingham, Manchester, and Edinburgh.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Segment
✨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 and even referrals that could give you the edge.
✨Tip Number 2
Prepare for interviews by researching the company’s customer segment strategies. Show us you understand their goals and how you can contribute to driving sustainable growth and improving customer experiences.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led customer-led transformations or improved commercial performance in previous roles. We love hearing about real impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Head of Customer Segment
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; share specific examples of how you've driven commercial performance and customer satisfaction in previous roles. We love numbers, so if you’ve got metrics to back up your success, flaunt them!
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 plan to lead change at scale within our organisation.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details 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
✨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 help you answer questions more effectively but also demonstrate your genuine passion for making a difference to customers.
✨Showcase Your Commercial Acumen
Be prepared to discuss your experience with P&L ownership and how you've driven commercial performance in previous roles. Use specific examples to illustrate how you've managed customer portfolios and achieved sustainable growth. This will highlight your ability to translate strategy into measurable impact.
✨Demonstrate Strategic Thinking
Think about how you can set strategic direction for the customer segment. Be ready to share insights on market trends and how they affect customer behaviour. Discuss how you would use data to diagnose performance issues and make evidence-based decisions that align with the company's goals.
✨Emphasise Your Leadership Skills
Prepare to talk about your experience in leading change across complex organisations. Highlight instances where you've influenced senior leaders and engaged teams to champion customer-led initiatives. Show that you're not just a leader, but a constructive challenger who raises standards and drives results.
