Head of Performance & Operations - Consumer Growth

JOB TITLE: Head of Performance & Operations - Consumer Growth

LOCATIONS: Belfast, Leeds, Halifax, Manchester, Birmingham, Bristol or Glasgow

HOURS: Full‑time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office hubs. We support flexible working and workplace adjustments in line with our Flexibility Works policy.

What you’ll be doing

This is a senior leadership role at the heart of Consumer Growth, responsible for how performance is measured, how the business operates day to day, and how insight is turned into action.

Consumer Growth plays a critical role in the Group’s growth strategy, supporting customers across their Home, Borrowing, Savings, Protection and Investment needs. Over 2,000 colleagues engage with customers through digital channels to help them achieve their financial goals at the moments that matter most.

As Head of Consumer Growth Performance & Operations, you’ll be the engine room of the business. Reporting into the Consumer Growth Director and sitting on the Consumer Growth Senior Leadership Team, you’ll connect strategy to execution – translating growth ambitions into clear performance narratives, robust operating models and disciplined delivery.

You’ll lead teams accountable for customer, commercial and colleague performance, operational planning, insight, resourcing, governance and controls. Your focus will be on ensuring colleagues are set up to deliver great customer outcomes safely, sustainably and at scale, while maintaining strong operational resilience and regulatory compliance.

Working closely with customer‑facing leaders and specialist partners, you’ll provide clear oversight of performance and operational health, land change effectively, and ensure insight informs senior decision‑making. You’ll play a critical role in shaping priorities, challenging constructively, and keeping customers and colleagues at the heart of how Consumer Growth delivers.

Why join us

We’re transforming at pace. Investing billions in our people, data and tech to change the way we meet the needs of our customers. We’re growing, and we’d love you to be part of the journey.

From shaping strategy to driving execution, you’ll play a central role in the evolution of Consumer Growth, helping us create consistency across our ecosystem and make the most of our digital interactions when customers need us most.

What we’re looking for

• 3+ years senior leadership experience leading multi‑disciplinary teams within financial services, creating clarity, pace and accountability, with a strong focus on inclusive and values‑led leadership.

• Proven experience owning performance and operational outcomes at scale, translating strategy into clear operating models, performance measures and disciplined delivery.

• Strong data and insight capability, with experience leading executive‑level reporting, dashboards and performance packs to support effective decision‑making.

• Change and transformation leadership experience, delivering complex change programmes with strong governance, clear communication and measurable outcomes.

• A strong risk, controls and conduct mindset, with experience embedding ownership, accountability and a focus on fair customer outcomes.

Desirable Skills

• Experience working with retail banking front‑line teams, with a strong understanding of different customer segments and journeys

• Exposure to advanced analytics, AI or digital performance tools that enhance decision‑making.

We know that great talent comes from many backgrounds. Whilst this advert may reference specific 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!