Head of Customer Segment, Lloyds
£106.6-125.4k
Plus an annual performance-related bonus & Share schemes including free shares
More information about location
Retail and commercial bank
Open for applications
Retail and commercial bank
1001+ employees
Open for applications
£106.6-125.4k
Plus an annual performance-related bonus & Share schemes including free shares
More information about location
1001+ employees
Company mission
To support families and businesses, helping them to take the next step, whatever that may be.
Role
Who you are
- We encourage applications from candidates from diverse backgrounds. To progress to the next stage of the selection process, your CV and cover letter should clearly demonstrate how you meet the requirements set out below
- Customer segment delivery experience (within Financial Services)
- Commercially-driven and performance-focused with a proven track record of shaping and delivering commercial outcomes for a large customer segment, ideally within a large financial, FinTech or Banking organisation
- Customer-focused thinking: Proven ability to deeply understand customer needs, utilising insight on segment demographics and other data to develop, build and deliver plans that address them effectively
- Product & Proposition expertise:
- Significant experience of designing, running and optimising products and propositions ideally within a financial services environment, with a strong understanding of performance drivers and a track record of being able to scope future opportunities
- Strategic & analytical thinking
- Strong understanding of segment demographics and the wider external landscape (economic, societal, technological, political) and using this insight to identify and create commercial opportunities
- Comfortable setting direction and recognising opportunities at a strategic level, while operating confidently in the detail to analyse performance, generate insight and make evidence-based decisions
- Leading change & delivery
- Proven ability to drive customer plan activity and optimise propositions, products, communications, and marketing through large scale complex organizations deploying effective matrix management
- Relationship building, communication & influence:
- Strong relationship building and influencing skills, with experience engaging senior business leaders and business partners to gain buy-in and collectively champion the customer segment agenda at organisational level
- Bold and constructive challenger: Able to evidence the ability to think big, challenge the status quo and raise standards, igniting change within a regulated environment in a way that motivates, inspires and brings others with you
What the job involves
- 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
- This role champions the customer, combining deep insight into customer needs and behaviours with strong commercial accountability to drive retention, sustainable growth and improved customer experience
- Taking ownership of the end‑to‑end experience for your customer segment, defining and shaping the full customer journey across products, propositions, channels and touchpoints to ensure a coherent and high‑quality experience aligned to customer needs and commercial outcomes
- Taking ownership of the commercial performance of your customer segment, delivering growth through effective customer portfolio management, monitoring customer performance ‑and the prioritisation of key performance issues and improvements
- Using data and insight to actively drive customer performance, improving customer outcomes while effectively managing propositions, engagement and experience (including remedial activity), prioritising actions to ensure that commercial targets are met
- Leading the delivery of the segment’s growth strategy, translating strategic plans into tangible commercial opportunities and deliverables, across products, propositions and go-to‑-market activity‑, maximising commercial and customer impact for your key prioritised segments
- Embedding inclusive and responsible outcomes, ensuring vulnerability, accessibility and digital inclusion are integral to segment plans and delivery and prioritised accordingly
Application process
- End Date: Saturday 14 March 2026
Our take
Lloyds Bank, part of Lloyds Banking Group, began operations back in 1765 and is nowadays one of the UK’s leading retail and commercial banks. As with many leading banks, the company has dealt with its share of controversy, but it has nonetheless stood the test of time and worked to build back its public reputation in the wake of these setbacks.
As part of its ongoing digital transformation, the company is seeking to put the cloud at the front of its services and systems, and has cited intentions to invest heavily in overhauling its technology infrastructure. All this seeks to serve the modern banking customer, and to compete with the fast-increasing number of alternative banking options appearing on the market.
On top of this, Lloyds Bank has shown great interest in facilitating innovation in the industry, joining as a partner on "FinTech Action Labs" to bring its industry expertise to early-stage FinTechs. The company continues to enhance its online and mobile services (it is the UK's biggest mobile bank), as well as expanding its partnerships with digital banking companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.
Company HQ
City of London, London, UK
Leadership
Charlie Nunn
(Group Chief Executive)Spent nine years at HSBC, including as Group Head of Wealth Management and Digital, and as CEO of Wealth and Personal Banking.
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