Head of Customer Segment

Lloyds Banking Group•Halifax, NS

1d•Hybrid

About The Position

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. 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. 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 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

Requirements

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 with them in a regulated environment
Retail banking experience

Responsibilities

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 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