End Date
Saturday 14 March 2026Salary Range
£104,992 - £123,520We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job ShareJob Description Summary
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.Job Description
JOB TITLE: Head of Customer Segment & Performance
SALARY: £106,565-125,370 pa (some flexibility for the right candidate)
LOCATION(S): Birmingham, Bristol, Halifax, Leeds, Manchester & Edinburgh
HOURS: Full-time - 35 hours per week
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites in the locations shown above.
ABOUT THIS OPPORTUNITY
Are you a customer-obsessed leader with a track record for driving performance and leading change?
The Consumer Segment Team is growing and is seeking a Head of Customer Segment & Performance to lead a priority customer segment. 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.
ABOUT THE ROLE
In this role, you’ll be:
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.
WHAT YOU’LL NEED
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.
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 performance-related bonus
• 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.