Senior Manager - Customer Journeys, BCB Financial Wellbeing

Job Title: Senior Manager - Customer Journeys, BCB Financial Wellbeing

Location: Bristol, Birmingham, Edinburgh or Glasgow

Salary: £76,194 - £89,640

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 above offices.

About This Opportunity:

Are you a highly skilled and motivated leader who thrives on navigating the labyrinth of financial wellbeing journeys for small British businesses with humour, energy and humility? Then you might be exactly who we’re looking for! We need someone who can bring clarity, drive and a collaborative spirit to our BCB Financial Wellbeing team so we can deliver meaningful change for customers and colleagues.

This newly expanded role covers both SME and Business Banking customers experiencing financial difficulties. You’ll own the end to end journey and eco‑system, define support measures for SME Local Support and BB pre‑arrears, and lead a team of SME focused Customer Financial Support specialists. You’ll also drive high priority changes from recent second line credit oversight and lead improvements arising from our ongoing end to end review of Financial Wellbeing activity. If you’re ready to make a real impact and shape the future of support for businesses in difficulty, we want to hear from you.

What you’ll be doing:

• Lead and manage the SME focused Customer Financial Support team while owning the end to end journey across SME and BB
• Drive delivery of Credit Risk Review and end to end review outcomes by influencing and collaborating with stakeholders
• Manage and enhance the BB pre‑arrears journey, challenging the status quo and embedding improvements and best practice
• Champion alignment and integration of customer journeys across SME and BB to identify and deliver process improvements
• Develop and implement strategies that strengthen financial wellbeing support for customers experiencing difficulties
• Present clearly and confidently to stakeholders at all levels while prioritising tasks and projects to ensure successful delivery

Why Lloyds Banking Group:

Like the modern Britain we serve, we're evolving. Investing billions in our people, data, and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too.

What you’ll need:

• Proven experience within financial services working with businesses in financial difficulty and designing customer experiences
• Experience leading a high‑performing team to deliver customer‑led initiatives, change management programmes and process transitions
• Strong problem solving, strategic analysis and project management capability
• Ability to influence and build trusted relationships with stakeholders at all levels
• Understanding of the regulatory environment and how it impacts colleagues and BCB clients

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.