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Head of Customer Connections Pca and Savings

4 months ago

London, United Kingdom Lloyds Banking Group Full time

End Date

Thursday 23 May 2024

Salary Range

£121,023 - £142,380
- We support flexible working - click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary


**Job Description**:
JOB TITLE: Head of Customer Connections - PCA, Overdrafts and Savings

LOCATION(S): Flexible (London, Bristol, Halifax and Leeds)

HOURS: Full time

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

About this opportunity

Everyday Banking is the at the heart of our growth strategy with our Current Account and Overdrafts, Savings and Payments products supporting our mission to provide the best products for our UK customers and to grow relationships of the bank.

We have created brand-new roles and seeking individuals who have the commercial insight and deep regulatory knowledge of our products as you solve customer problems to meet commercial objectives. We’re looking for someone who has dedicated focus on driving improved customer experiences, with a mobile first and self-serve attitude. This will enable us to deliver customer satisfaction and engagement results.

You’ll collaborate with the wider business to improve customer contact, journeys, marketing, engagement messaging, and the delivery of personalised engagement. Together, you’ll improve our customers’ experience with our brands, increasing the likelihood that customers will recommend us. We’re heavily investing in our Everyday Banking products and teams, to deliver our purpose of Helping Britain Prosper. And that’s why we need someone special.

The role:
The Head of Customer Connections is an inspirational leadership role whose purpose is to deliver the commercial results of the organisation (revenue) driven by the personalisation of our propositions as we communicate to customers, improved customer experience in our mobile app, and clear commercial result driven incentives we deliver in support of our products. Creating brand differentiating engagement with our Chief Customer Office and Brands Marketing and Experience colleagues, with regulatory compliant products.

This role reports into our Products Directors, and we have two vacancies supporting our Current Account and Overdrafts and Savings teams to:

- Deliver the customer volume targets based on a deep understanding of customer behaviours and drivers of customer activity to improve customer conversion, funnel improvement, activation, engagement and retention
- Deliver the commercial revenue targets with clear understanding of commercial drivers and P&L management
- Through expertise, understanding of UX and design along with a mobile first attitude, you’ll lead a team that delivers best in class, personalised customer engagement in partnership with lab design teams
- Drive strong customer engagement to deliver constant improvement of the customer experiences driven by mobile first solutions resulting in better customer retention and deepening relationships
- Set the standard on communicating with customers and work with BME and CCO to drive these changes informed by best-in-class practices and demonstrating personalisation where possible
- Act as a Customer Outcome Specialist, delivering customer outcomes through regular customer engagement as required by the product

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities - you’ll find them all here.

What you’ll need

We’ll be looking for these skills and experiences. But we know careers, like life, don’t always go in a straight line. So, if you don’t have some of these but think you’ve got what it takes, get in touch. We’re hiring for attitude, experience, and expertise in equal measure.
- You’ll be Commercially Driven - Robust and committed focus on business performance ensuring our products meet our customers’ needs and support our growth strategy and business objective to build deep customer relationships.
- You’ll have a Product Innovation & Development mindset - Redefining thinking and inspiring the conceptualisation of new and innovative products that create significant business impact. Using external expertise to ensure an effective delivery of these products to market.
- You’ll be Product Delivery focused - Leading improvements on product development process and delivery using new agile methodology, techniques, tools, etc.
- You’ll be a People Leader - Inspiring, empowering and inclusive to lead your teams through change and provide the stretch, coaching, feedback and development to create an extraordinary environment to come to work.

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 our people to feel that they belong and can b