Director of Loyalty Programme Design

At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services - we’re building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

What you will do:

• Define and lead the loyalty and membership strategy, creating the core behaviours, rewards and experiences that drive customer acquisition, engagement, advocacy and long-term value.
• Design a compelling customer value exchange that balances rewards, benefits and experiences while strengthening the bank’s brand and customer proposition.
• Develop the commercial and loyalty economics model, ensuring a clear link between customer behaviour, programme engagement and sustainable business outcomes.
• Build and shape a differentiated partner ecosystem, working with internal and external stakeholders to source, integrate and manage reward and experience partners.
• Establish the data, personalisation and platform foundations required to deliver a modern, insight-led loyalty programme, including recommendations on capability, technology and delivery approach.
• Create and own the loyalty roadmap and programme blueprint, aligning Product, Technology, Data and Marketing teams around clear priorities, dependencies and delivery milestones.
• Define success measures and performance frameworks, providing clear evidence of customer engagement, commercial impact and programme effectiveness from launch and beyond.

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.

What you will need:

• Proven experience designing and launching loyalty, rewards or membership programmes from the ground up within customer-centric sectors such as retail, travel, financial services, telecommunications or hospitality.
• Strong expertise in behavioural design, customer engagement and loyalty economics, with the ability to translate customer needs into commercially successful programme strategies.
• Experience developing reward and partner ecosystem strategies, including the creation of compelling value propositions and commercial partnership models.
• Solid understanding of customer data, CRM, personalisation and segmentation approaches, and how these capabilities enable modern loyalty programmes.
• Experience evaluating loyalty, CRM and MarTech platforms, with the ability to assess capability requirements and provide clear technology recommendations.
• Strong strategic thinking and systems design capability, bringing together product, technology, marketing and data into a coherent customer engagement model.
• Exceptional stakeholder management and influencing skills, with the ability to build alignment and drive outcomes across a complex, matrixed organisation.

Our promise to you…

• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!)

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Good luck!