Head Of Customer Connections Pca And Savings - Everyday Banking

End Date
Thursday 23 May 2024
Salary Range
£121,023 - £142,380
We support flexible working - click here for more information on flexible working options
Flexible Working Options
Hybrid Working
Job Description Summary
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Job Description
JOB TITLE: Head of Customer Connections - PCA, Overdrafts and Savings
LOCATION(S): Flexible (London, Bristol, Halifax and Leeds)
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days) in an office site

About this opportunity
Everyday Banking is the at the heart of our growth strategy with our Current Account and Overdrafts, Savings and Payments products supporting our mission to provide the best products for our UK customers and to grow relationships of the bank.
We have created brand-new roles and seeking individuals who have the commercial insight and deep regulatory knowledge of our products as you solve customer problems to meet commercial objectives. We’re looking for someone who has dedicated focus on driving improved customer experiences, with a mobile first and self-serve attitude. This will enable us to deliver customer satisfaction and engagement results.
You’ll collaborate with the wider business to improve customer contact, journeys, marketing, engagement messaging, and the delivery of personalised engagement. Together, you’ll improve our customers’ experience with our brands, increasing the likelihood that customers will recommend us. We’re heavily investing in our Everyday Banking products and teams, to deliver our purpose of Helping Britain Prosper. And that’s why we need someone special.

The role:
The Head of Customer Connections is an inspirational leadership role whose purpose is to deliver the commercial results of the organisation (revenue) driven by the personalisation of our propositions as we communicate to customers, improved customer experience in our mobile app, and clear commercial result driven incentives we deliver in support of our products. Creating brand differentiating engagement with our Chief Customer Office and Brands Marketing and Experience colleagues, with regulatory compliant products.
This role reports into our Products Directors, and we have two vacancies supporting our Current Account and Overdrafts and Savings teams to:

• Deliver the customer volume targets based on a deep understanding of Customer behaviours and drivers of Customer activity to improve customer conversion, funnel improvement, activation, engagement and retention
• Deliver the commercial revenue targets with clear understanding of commercial drivers and P&L management
• Through expertise, understanding of UX and design along with a mobile first attitude, you’ll lead a team that delivers best in class, personalised customer engagement in partnership with lab design teams
• Drive strong customer engagement to deliver constant improvement of the customer experiences driven by mobile first solutions resulting in better customer retention and deepening relationships
• Set the standard on communicating with customers and work with BME and CCO to drive these changes informed by best-in-class practices and demonstrating personalisation where possible
• Act as a Customer Outcome Specialist, delivering customer outcomes through regular customer engagement as required by the product

About us
Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities - you’ll find them all here.

What you’ll need
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 Centric - Promoting value of Customer outcomes with team and peers and ensuring work efforts achieve these. Anticipating customers' needs and using customer insights to present targeted, integrated, and outcome-focused solutions and opportunities. Applying knowledge of Customer behaviours and trends across multiple parts of the Group and externally, upskilling peers, and is a thought leader in delivering customer products and propositions that build on our competitive edge and good customer outcomes.
• You’ll be Commercially Driven - Robust and committed focus on business performance ensuring our products meet our customers’ needs and support our growth strategy and business objective to build deep customer relationships.
• You’ll understand our Control and Regulatory environment - Creating a deep culture of understanding the regulatory environment and the application to your business. Driving a control environment transformation & automation. Making decisions and recommendations to deliver for our customers at pace within the regulatory risk environment, embedding strong governance and audit trails for the approach taken.
• You’ll have a Product Innovation & Development mindset - Redefining thinking and inspiring the conceptualisation of new and innovative products that create significant business impact. Using external expertise to ensure an effective delivery of these products to market.
• You’ll be Product Delivery focused - Leading improvements on product development process and delivery using new agile methodology, techniques, tools, etc.
• You’ll be a People Leader - Inspiring, empowering and inclusive to lead your teams through change and provide the stretch, coaching, feedback and development to create an extraordinary environment to come to work.

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, create 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.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!
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.