Customer Value Management Manager

Job Title: Customer Value Management Manager

Location: Edinburgh

Salary: Circa £70k DOE

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our Edinburgh office.

About This Opportunity:

We have an exciting opportunity to join our Insurance, Pensions and Investments (IP&I) as Customer Value Management Manager for the Chief Customer Digital Office (CCDO) area.

This role reports to our Head of Customer Value Management and is all about how we drive value for customers as part of our transformation to become a customer centric organisation.

In this role, you’ll drive value generation from a customer service perspective, measuring success linked to customer interactions with the organisation, as well as how to generate cost savings linked to continuous improvement processes. In addition, this area will be responsible for Consumer Duty across the CCDO and the Waterfront platform.

What you’ll be doing:

• Customer-Centric Culture Leadership: Own the development and implementation of a customer-centric culture, prioritising initiatives that improve customer experience and employee engagement, while mapping customer journeys to identify and remove friction.
• Dedication and Retention Strategy: Design and embed strategies to grow customer dedication, happiness, and lifetime value, leading churn and improving retention through personalisation and targeted engagement.
• Data-driven Experience Design: Conduct user research, surveys, and usability testing to uncover insights; translate findings into actionable recommendations and tailored experiences for different customer segments.
• Performance Monitoring and Reporting: Provide regular reporting on progress and performance metrics, ensuring accurate tracking of benefits and outcomes.
• Cross-Functional Collaboration: Collaborate with cross-functional teams—including Marketing, UX/UI, Product Development, and IT—to implement optimisation initiatives, and work with senior leadership to align strategies.
• Governance and Regulatory Support: Support Consumer Duty and customer experience governance across IP&I, coordinating risk-related projects, ensuring robust testing standards, and contributing to lab initiatives across platforms.

Why Lloyds Banking Group:

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need

• Customer Value Management Expertise: Extensive experience within a high-volume, customer-focused financial services environment. Skilled in customer segmentation, value proposition development, end-to-end journey design, customer lifetime value management, personalisation, and dedication and retention programmes—all with a strong emphasis on customer satisfaction and loyalty.
• Data-Driven Performance Improvement: Proven track record to drive improvements in customer metrics, supported by strong analytical and quantitative skills. Adept at interpreting sophisticated data sets, applying critical thinking, and generating actionable insights through a data-driven approach.
• Customer-Centric Attitude: Deep understanding of customer behaviour and psychology, with a strong customer-centric attitude and a passion for delivering transformational change that enhances the user experience.
• Cross-Functional Collaboration & Agile Delivery: Track record of delivering results through effective cross-functional collaboration. Strong project management capabilities, able to lead multiple initiatives simultaneously while role-modelling agile methodologies and ways of working.
• Clear and Impactful Communication: Excellent communicator, capable of clearly articulating sophisticated concepts to both technical and non-technical audiences. Skilled in presenting hypotheses, test results, and clearly demonstrating the commercial impact of proposed enhancements.

About working for us:

Our ambition is to be the top tier UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.