Head of Customer Connections - Savings
| Posting date: | 11 July 2024 |
|---|---|
| Salary: | £101,392 to £119,920 per year |
| Hours: | Full time |
| Closing date: | 25 July 2024 |
| Location: | London, London, EC2Y 5AS |
| Company: | Lloyds Banking Group |
| Job type: | Permanent |
| Job reference: | 112828_1720691800 |
Summary
JOB TITLE: Head of Customer Connections - Savings
LOCATION(S): Flexible (London, Bristol or Leeds)
SALARY: From £101,932 (depending on location)
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're redefining our team to work closely alongside our Platform teams focusing more on delivering customer solutions and better customer connections faster to deliver mobile first products, serving the needs of our customers faster.
Our agile team is fast paced, focused, and fun; achieving success by empowering you to make decisions quickly, working together across our different teams to solve problems faster and with less bureaucracy getting in the way, we're equipped with better tools to work more efficiently.
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.
Our culture is key. So we want someone who is open, collaborative, driven, commercial and agile mentality who can lead a diverse team whilst having fun along the way.
The role
This 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.
You'll report into our Savings Product Director 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. Understand the product market, demonstrating clear understanding of customer, market, conduct, regulatory and competitor trends
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. Shaping the direction for cross-functional teams to deliver products in innovative delivery methods.
- 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 a phenomenal 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!
Proud member of the Disability Confident employer scheme