Customer Engagement Manager - Embedded Finance

JOB TITLE:  Customer Engagement Manager – Embedded Finance

SALARY: £59,850pa to £73,150pa plus an extensive benefits package

LOCATION: Leeds

HOURS: 35 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 Leeds hub.

We’re on an exciting journey to transform our Group and the way we shape finance for good. We’re focusing on the future—investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone, including you! 

Want to hear more?

We’re looking for a Customer Engagement Manager to help shape how customers experience and return to our Embedded Finance propositions. This is a hands-on role in a fast-moving, startup-style environment within Consumer Lending, where we’re building bold, data-driven solutions that meet customers’ financial needs—when and where they are.

You’ll be responsible for improving Net Promoter Score (NPS) and driving repeat purchase across our shopping portal and other Embedded Finance journeys. That means working closely with the central Brand, Marketing, and Experience teams to design and deliver communications and experiences that feel seamless, relevant, and rewarding.

This is a chance to build something fresh and impactful—where customer insight meets commercial ambition, and where every journey is an opportunity to deepen trust and engagement.

The remit of the role will include:

• Developing and executing customer engagement strategies that improve NPS and drive repeat purchase.

• Partnering with central Brand, Marketing, and Experience teams to align on messaging, tone, and journey design.

• Using data and insights to continuously optimise customer communications across acquisition, onboarding, and servicing.

• Collaborating with product and delivery teams to embed engagement tactics into customer journeys.

• Building and maintaining mechanisms for tracking performance, gathering feedback, and iterating for growth.

• Ensuring communications are compliant, customer-first, and tailored to channel and context.

• Supporting the development of scalable playbooks and frameworks for engagement across propositions.

Your key accountabilities will be:

• Owning the customer engagement strategy for Embedded Finance propositions.

• Improving customer satisfaction and loyalty through targeted communications and journey enhancements.

• Working cross-functionally to ensure engagement strategies are embedded in product development and delivery.

• Monitoring and reporting on NPS, repeat purchase, and other key engagement metrics.

• Championing the customer voice in every decision, sprint, and review.

• Staying close to market trends, regulatory changes, and customer expectations to keep strategies fresh and relevant.

About you

• Experience in marketing strategy, customer engagement, or product management—ideally within Embedded Finance or digital propositions.

• Strong understanding of customer journeys and compelling communications across all touchpoints.

• Comfortable using data and insights to inform decisions and optimise performance.A strategic thinker who can balance short-term tactics with long-term vision.

• A collaborative leader who can motivate teams and build strong relationships across functions.

• Curious, resilient, and excited by the opportunity to build for growth.

About working for us

Our focus is to ensure we are 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 is why we especially welcome applications from under-represented groups. We are disability confident. So, if you would like reasonable adjustments to be made to our recruitment processes, just let us know.

So, if you are excited by the thought of becoming part of our team, get in touch. 

We would love to hear from you!