Mass Market Segment Director

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.
We’re after someone who can define the market opportunity, deeply understand the customer, drives the
experiences and outcomes for them, and get commercial results. But we’re also after someone who knows this
can’t be done by one person alone. A team of teams needs to work together to make this happen, so we need an
experienced conductor of the orchestra who can define the vision, mobilise action, and bring people with them.
At Lloyds, culture is key. So we want someone who is open, collaborative, and has the maturity to understand
their org chart is not the be all and end all. We’re after someone who has enough drive to make a difference,
enough experience to influence, and enough smiles to have fun with their work. If this sounds like you and you
want to work with people that are diverse, driven, and different, then read on.
The Role:
You’ll lead a team focussed on bringing the best of the bank to our life-stage segments for UK’s biggest retail
bank. These are groups of customers that broadly align to leaners, independent earners, families and
households, and later life. The role reports into the MD Customer Propositions and plays a crucial role in creating
a customer commercial focus on a day-to-day basis. Specifically, you will:
 Actively manage the customer pipeline for each of our life stage segments, focussing on in-flows and
out-flows, the impact to our business, and our position next to competitors.
 Define the ‘customer jobs to be done’ in each segment, which are the most important, and which we
should prioritise our efforts towards.
 Create a dynamic customer vision supported by insights, research, trends, and forecasting customer
needs against the economic, social, tech, and political landscapes
 Establish a clear gap-analysis between the current customer state and the future customer vision,
overlaying a customer plan of all related Group activity.
 Measure customer value, life-time value and family value, and hunt for the key things that are driving
these metrics and why.
 Be accountable for our customer P&L, including all supporting measures, value-calculations, pricing
components and customer commercial objectives
 Balance what propositions are desirable for our customers, next to what’s viable and feasible for the
business to build.
 Drive and influence the delivery of customer activity for the different life stages across products,
propositions, distribution, communications, events, marketing, and customer journeys.
 Learn through experiments that constantly inform the direction we should go in. We prefer small bets to
big bets, and to do this we need to do real-world experiments much more.
 Own the ‘go to market’ plan for proposition releases, ensuring we maximise uptake and
recommendation.
 Collaborate widely across the Group to do the above.
Classification: Public
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. You’ll know how to build a plan which is underpinned by a prioritised
backlog of customer needs. You can then deliver this in partnership with teams across a big
organisation that has a lot of moving parts.
 You’ll be Commercially Driven. You’ll take personal accountability for segment performance, customer
outcomes and the quality of the experience we provide. You’ll have deep experience managing P&Ls,
measuring customer lifetime value, and managing the customer pipeline.
 You’ll know Product. You’ll have deep experience of designing, running and optimising products.
Through this experience you’ll have a tried and tested playbook for understanding product performance
and how to scope future product opportunities.
 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 be externally focussed. You’ll have deep experience of how to work with marketing,
interactions, and design colleagues so we engage our customers in new and innovative ways using the
latest technology and platforms.
 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
Classification: Public
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.
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.