Customer Propositions Manager

Title: Customer Propositions Manager (12-month FTC)

Salary: £61,344 - £68,160
Locations: Bristol, Edinburgh, Leeds, Halifax, Manchester or Birmingham
Hours: Full-time, 35 hours per week
Working pattern: Hybrid, spending at least two days per week, or 40% of your time, at one of our office sites.

About this opportunity

We’re looking for a Customer Propositions Manager to join our Consumer Segment Function. You’ll help shape proposition strategy, identify the strongest opportunities and work hands-on with teams to deliver customer and commercial results.

Using customer insight, market evidence and financial data, you’ll decide where to focus, build business cases and develop propositions that meet customer needs and create business value.

Working across product, digital, data, marketing, servicing, finance and risk, you’ll turn priorities into delivery plans, resolve challenges and keep progress on track. You’ll measure results and improve propositions, balancing customer value, commercial returns and practical delivery.

This is a role for someone who can relentlessly seek out growth opportunities and make it happen.

What you’ll be doing

• Explore unmet customer needs and changes in behaviour to inform future priorities.
• Set out proposition concepts, expected benefits, costs and trade-offs to support investment decisions.
• Agree milestones and dependencies with delivery teams, addressing barriers and escalating decisions when needed.
• Organise testing and gather customer feedback before and after launch.
• Give senior stakeholders concise updates on progress, risks and decisions required.
• Embed accessibility, support for vulnerable customers, inclusion, customer permissions and appropriate risk controls throughout the work.

What you’ll need:

• Proposition experience: Experience developing and delivering customer propositions or improving customer experiences, with evidence of the results achieved.
• Commercial thinking: The ability to understand what drives performance, assess different options and make clear recommendations.
• Confidence with data: Experience analysing customer and commercial information and using your findings to make decisions.
• A focus on results: Experience delivering measurable improvements and adapting your approach when needed.
• Delivery experience: The ability to manage competing priorities, dependencies and challenges and keep work progressing.
• Collaboration: Experience bringing different teams together and building support for a shared goal.
• Clear communication: The ability to simplify complex information, explain different options and support effective decision-making.
• Customer focus: An understanding of how to balance good customer outcomes with appropriate governance, risk and controls.

It would be useful if you also have experience in:

• Financial services or another regulated industry.
• Launching propositions or improving customer experiences.
• Assessing commercial potential or supporting investment decisions.
• Working with analytics, digital, technology or operational teams.
• Testing changes, measuring performance and using the results to make improvements.

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We’re committed to creating an environment where 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 introduce a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns.

As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role and have 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.

Our benefits include:

• 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, plus bank holidays
• A range of wellbeing initiatives and generous parental leave policies

If you’re motivated by understanding customers, shaping propositions and turning opportunities into results, we’d love to hear from you.

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