Customer Propositions Director - Behaviour, Value, Rewards & Loyalty

End Date
Thursday 18 April 2024
We support flexible working - click here for more information on flexible working options
Flexible Working Options
Hybrid Working
Job Description
We're heavily investing in our propositions team, which will design how we show up in market, offer our best to customers, and deliver valuable experiences which people use, love, and want more of. This work is the purest expression of our purpose to make finance a force for good. And that's why we need someone special. If you have a growth mindset and a passion for creating exceptional customer experiences, then this will be the perfect challenge for you to grow your career. Are you in? A background in rewards and loyalty, with a passion for behavioural economics and psychology is a great starting place!
At Lloyds, we 're big on working together - so we want someone who is open, collaborative, and has the maturity to understand your org chart is not the be all and end all. We're after someone who has enough drive to make a difference, enough insight to influence, and enough smiles to bring people with them and have fun with their work. If you want to work with people that are diverse, driven, and different, then you might be who we're looking for.
The Role:
You will lead teams who design, deliver, and run Customer Propositions. Through agile management they connect internal and external teams to achieve customer proposition design ambitions. Your team will work closely with our product teams who lead on the supporting product propositions and our digital and distribution teams who lead on the customer experience. This role reports into the MD Customer Propositions and plays a crucial role in moving towards integrated, multi-product Customer Propositions.
Customer propositions are designed to strengthen and deepen our relationships and provide differentiated and additional value over and above our product value. We're looking for a strong leader to combine, create and drive a customer view of value, rewards and benefits available to them, add new value, rewards and benefits relevant to our different customer segments, maximising shared customer value with existing partners and drive a whole of bank loyalty and rewards construct that covers financial services and non- financial services elements. Furthermore, you will focus on identifying and enabling short term goals and everyday challenges linked to our customer segments priorities. You will influence and use money insights at customer level to support and enable broader Customer Propositions. You are passionate about understanding customer deepest motivations and helping them, encourage and reward them for their wanted and needed financial behaviour.
Key Accountabilities

• Ownership of a dynamic proposition's backlog which aims to solve for prioritised customer jobs to be done and solve for (unmet) needs
• Customer centric proposition design conscientious of experience, service, behavioural, visual and
• research design inputs solving for functional, social and emotional jobs
• Lead experiments to validate proposition hypotheses, providing fast learning, shaping design and enabling delivery at pace
• Influence, collaborate and lead on customer propositional delivery
• Scrum-of-scrum operating model connecting the roadmap and backlog of teams from across the bank to deliver the customer proposition objectives
• Frequent value-release to customers aligned to the customer proposition roadmap
• End-to-end accountability of customer propositional performance against objectives and key results which contribute to customer and commercial performance outcomes
• Enduring management of the proposition and its performance through maintenance, continuous
• optimisation and delivering enhancements as necessary
• Influence and drive the build of a propositional layer to enable customized design, pricing and construct of propositions (and products)
• Ensure group architecture strategy and data roadmap enables proposition's activity and enables connectivity between propositions and customer profiles within and across different customer touchpoints

Required capabilities:

• We'll be looking for these skills and experiences. But we know careers, like life, don't always go in a straight line.
• So, if you don't have some of these but think you've got what it takes, get in touch. We're hiring for attitude, experience, and expertise in equal measure.
• You'll be Customer Obsessed. - deep knowledge and experienced application of customer and value frameworks. Ensures the design, delivery and run of propositions results in a connected customer experience. Realises benefit for customers on a regular and ongoing basis
• You'll be Commercially Driven. - robust and committed focus on propositional performance. Thrives in the challenge of owning an ongoing value release roadmap. Equally focused on the enduring impact (direct and indirect measures) of propositions ranging from initial design and delivery all the way through to continuous management of propositions
• You'll think Market Leading. - breadth of experience and knowledge across propositions, products, channel distribution and marketing to design and deliver market-leading propositions which solve for unmet customer needs. Incorporates experimentation, experience design and data-driven inputs to shape propositions
• You'll be delivery focussed. - change specialists connecting numerous teams both in and outside of the organisation to delivery large-scale, complex value releases to our customers through agile
• principles and practices. Management and leadership of proposition squad, business agility leads,
• integrators, experience design resource and extended teams
• You'll be bold. We don't think banking should be bland, so we want our propositions to stand out like a flamboyance of flamingos. Therefore you'll be willing to think different. You may have deep financial services expertise, but we're also open to people with fresh thinking born from other industries.
• You'll constructively challenge: We believe the highest form of commitment is to try and make
• something better, because we care. Therefor constructive challenge is key. We need someone who can call out mediocre, make things better, but do this in a way that motivates, inspires and energises.
• You'll be a relationship builder. We get up in the morning to build relationships with our customers that will generate long-term value for our business. We therefore need someone who sees customers as more than numbers, but real people in the real world, just like us, who we must understand, serve and make happy. If this chimes with you, and you'd like to make something special, then get in touch!

About working for us...
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
We were one of the first major organisations to set goals on diversity in senior roles, build a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.
Our continued commitment to helping Britain prosper means that as a colleague you can make a
difference to customers, businesses and communities. Together we have a key role to play in shaping the bank of the future, whilst the scale and reach of our Group means you'll continue to have opportunities to learn, grow and develop. We're focused on creating a values-led culture, and our approach to inclusion and diversity means that we all have the opportunity to make a real difference, together.
As part of the Group's commitments as a result of ring-fencing legislation, colleagues based in the
Islands are required to be exclusively dedicated to the non-ring-fenced bank and its subsidiaries. This means that colleagues who are based in the Islands would not be able to undertake roles for the Ring Fenced Bank from their existing location and would need to consider relocation when applying for roles.
Desired Skills and Experience
We're on the lookout for a customer obsessed and delivery driven leader who can deliver Customer Propositions that consistently and constantly create more value for our customers, over and above our product value, to help them get more out of their everyday experiences. Are you naturally curious, fixated on delivering value for customers and have proven experience in agile data, digital and Customer Propositions delivery? Then you might be who we are looking for.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.