Head of Customer Solutions

Role accountabilities:

• Deliver the commercial revenue and product budget targets
• Deliver the customer volume targets
• Develop, shape and deliver the commercial objectives for the business, setting stretching P&L goals, managing performance and leading major strategic change from inception to execution
• Ownership of the risk decisions and expert regulatory knowledge to deliver products that meet regulations such as Consumer Duty
• Responsible for managing risk and controls to identify, assess, monitor, and mitigate risks in alignment with policies and regulations.
• Ensure solutions prioritize mobile accessibility, personalize experiences, and contribute by implementing the consumer relationships strategy
• Understand the product market, demonstrating clear understanding of customer, market, conduct, regulatory and competitor trends
• Deliver product changes aligned to deliver the commercial results of the organisation
• Partner with Product teams to deliver solutions for our customers, that meet the commercial and customer needs prioritised
• Own the product strategy, vision and, in collaboration with the product owner, set the roadmap for delivery
• Coordinate the QBR and business planning cycle to lead all aspects of roadmaps that deliver for customers and the business
• Encourage, build and lead a successful team, developing a capable team through stretching performance objectives, feedback and mentoring and address any emerging colleague issues

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 Focused - Emphasizing the importance of customer outcomes with team and peers and ensuring work efforts align with this focus. Anticipating customers' needs and using customer insights to present targeted, coordinated, and outcome-focused solutions and opportunities. Leading cross-functional teams to apply the customer-focused product approach, ensuring quality performance and innovation to deliver successful products.
• Stay focused on business performance to meet customer needs and support growth strategy.
• Crafting a deep culture of understanding the regulatory environment and its 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 an attitude towards Product Innovation & Development - Redefining strategies and building the conceptualisation of new and innovative products that have a significant business impact. Drawing on external expertise to ensure a successful delivery of these products to market.
• Drive Product Delivery improvements through new agile methods and guiding cross-functional teams.
• Lead teams through change, provide feedback, develop an inspiring, inclusive environment.

If you are interested in attending a call to find out more about the role, please contact emma.slade-baxter@lloydsbanking.com

About working for us

Our ambition is to be the leading 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.

Want to do amazing work, that’s interesting and makes a difference to millions of people?

Join our journey. We’d love to hear from you.