Customer Segment Manager

JOB TITLE: Segment Manager, Customer & Commercial

LOCATION(S): Bristol, Leeds

SALARY: from £59,850

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

About the role

We're on the lookout for a Segment Manager as part of the Mass Market Segment team. In this role you'll be the embodiment of your customer; you’ll know everything there is to know of your segment and pride yourself on being able to walk in the customers shoes and speak their language. You’ll translate the needs from your life stage segment from data and insight and support the creation of strategy for different products, propositions, customer journeys, marketing, and servicing teams to move us closer to our desired customer vision. You will work with teams across the Group to demonstrate and deliver value for customers and for LBG. You spot opportunities for your segment of customers and influence to shape and deliver these changes.

What you'll be doing

• Analyse segment data including inflows and outflows as well as the competitive position of segments and be an expert in performance including identifying areas of improvement
• Review insights, create customer journeys and outcomes and prioritise to delivery
• Support creation of dynamic customer vision end state supported by insights, research, trends, and forecasting customer needs against the economic, social, tech and political landscape
• Build, develop and deliver the current customer state and the future customer vision, creating and managing a customer plan of all related group activity. You will work together with teams from across the bank to fix broken journeys, deliver enhancement to improve experiences, and create new journeys to solve for underserved customers jobs to be done.
• Learn through scaled experiments to validate hypothesis and build a deeper understanding of customer jobs and needs
• Manage relationships across multiple stakeholders to influence the delivery of customer activity for your life stage across product, propositions, distribution, communications, marketing and customer journeys

What you’ll need

Are you as passionate about customers life stage needs and wants as driving commercial performance? Are you keen to grow and deepen your segment and build long lasting viable relationships? Do you understand the important life events and milestones, and are you deeply empathetic to emotional and social needs that go with them? Then you might be the person we are looking for!

• Performance Focused – unwavering commitment to deliver commercial improvements for customers by identifying and meeting customer needs through Group levers
• Market Expert– detailed knowledge on segment demographics, understanding our internal operating model and the external landscape with considerations across economic, societal, technological and political landscapes to truly understand our customers
• Manage Change – continuous and enduring development and delivery of customer plan activity through direct and indirect means including proposition, product development and marketing enhancement and optimisation opportunities
• Customer Obsession – you live and breathe your customers’ needs, constantly advocating on their behalf and proving their value to the business. You know how to build a plan which is underpinned by a prioritised backlog of your customer needs to deliver on them continuously.
• Scaled Engagement – strong experience in managing a vast set of stakeholders to continuously champion the needs and voice of the segment leading to a customer-centric outcome pan-group

About us

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

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 everyone 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.

Please contact Amelia Spackman (amelia.spackman@lloydsbanking.com) with any initial enquiries, briefing call to be held on the 23rd October.