Senior Manager - Financial Wellbeing Strategy

JOB TITLE: Senior Manager - Financial Wellbeing Strategy

LOCATION(S): Chester, Halifax or Leeds

HOURS: Full‑time

WORKING PATTERN: Our work style is hybrid, involving at least two days per week or 40% of time in an office. Colleagues with disabilities can be supported with workplace adjustments.

What you'll be doing

We’re on an exciting journey to transform the Group and the way we shape finance for good. Within Financial Wellbeing, our purpose is to help customers navigate financial difficulty with simple, flexible and sustainable solutions that support long‑term resilience. This team plays a critical role in ensuring we deliver fair, consistent and positive outcomes for customers across our unsecured lending portfolios, particularly at moments when they need us most.

We’re looking for a Customer Treatment Strategies Senior Manager to help lead this agenda. In this role, you’ll be responsible for shaping and evolving customer treatment and contact strategies that support customers facing financial difficulty, ensuring they are intuitive, effective and appropriate across channels. You’ll use data, insight and emerging consumer trends to assess performance, adapt strategies and continuously improve outcomes, balancing customer needs with conduct, credit risk and performance considerations.

You’ll work closely with Product, Credit Risk, Platforms and Customer Financial Assistance teams, acting as a subject matter expert and trusted partner across the organisation. A key part of the role is leading and developing a team of customer treatment strategy managers, setting clear direction, supporting delivery and building future‑focused capability. It’s a high‑impact leadership role for someone who is passionate about customer outcomes and motivated by the opportunity to make a meaningful difference at scale.

Skills we would like to see

Essential

• 3+ years experience owning, shaping or influencing unsecured retail banking products or portfolios (e.g. Credit Cards, Personal Loans, Motor / Car Finance, Personal Current Accounts).

• Demonstrable experience using data and MI to evaluate strategy performance, including customer outcomes, conduct, credit risk and commercial impacts, and translating insight into actionable strategy changes.

• Demonstrable experience working in cross‑functional environments, collaborating with Credit Risk, Operations, Customer Support, Platforms/Technology and Policy or Conduct teams.

• Strong strategic judgement, with the ability to balance customer outcomes, risk, regulatory considerations and commercial performance.

• Proven people leadership experience, leading and developing specialist teams (e.g. strategy, policy, analytics or product-aligned teams), with accountability for delivery and capability building.

Desirable

• Proven experience leading customer treatment strategies or customer outcomes strategies for an unsecured retail credit portfolio (e.g. Credit Cards, Personal Loans, Motor / Car Finance), including customers in financial difficulty or vulnerability.

• Strong back book / portfolio management experience, with the ability to design, optimise and govern treatment strategies across the full customer lifecycle (early arrears, collections, support and recovery).

• Familiarity with regulatory expectations relevant to financial difficulty, vulnerability and conduct risk.

• Exposure to transformation or change initiatives impacting customer treatment, strategy or operating models.

We know that great talent comes from many backgrounds. Whilst this advert references specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This is a place for you

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

We offer a wide‑ranging benefits package, including:

• A generous pension contribution of up to 15%

• An annual performance‑related bonus

• Share schemes including free shares

• Benefits you can tailor to your lifestyle, such as discounted shopping

• 30 days’ holiday, plus bank holidays

• 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!