Head of Customer Propositions – Beyond Financial Services

Lloyds Banking Group
End Date
Thursday 25 April 2024

Salary Range
£0 – £0

We support flexible working – click here for more information on flexible working options

Flexible Working Options
Flexibility in when hours are worked, Hybrid Working, Job Share

Job Description Summary
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Job Description

JOB TITLE: Head of Customer Propositions – Beyond Financial Services

SALARY: £101,000 – £142,000 (dependent on location and experience)

LOCATIONS: Leeds / Bristol / Halifax / London

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 sites

About This Opportunity

We’re on the lookout for delivery driven leader who excels in an ambiguous environment, who knows how to think big and start small. We’re looking for someone who is always looking outside, outside of the bank, outside of the industry and outside of the UK, even outside of the physical world and into the virtual world. Someone who thinks through hypothesis, delivers through experiments and collaborates inside and outside the group. Are across customer, competitor, technology, and behavioural trends? Are you scanning the horizon? Are you always thinking of the next possible way to solve for the customers jobs and work with a start up mindset? Then you might be the person we’re looking for

We re heavily investing in our propositions team, which will design how we show up in market, offer our best to customers, and deliver valuable experiences which people use, love, and want more of. This work is the purest expression of our purpose to make finance a force for good. And that s why we need someone special.

At Lloyds, culture is key. So we want someone who is open, collaborative, and has the maturity to understand their org chart is not the be all and end all. We re after someone who has enough drive to make a difference, enough experience to influence, and enough smiles to have fun with their work. If this sounds like you and you want to work with people that are diverse, driven, and different, then read on.

The Role:

You’ll lead teams that lead various commercial experiments majorly driven, but not limited to the Launch program you’re accountable for working with a variety of Fintech and Insurtech companies. Your team will explore and equip our other propositional teams with different ways to experiment and quickly proof or disproof the value of a customer needs, an idea or potential solution.

You’ll create propositions that start and stretch beyond financial services with a meaningful impact for our customers and our business. You’ll be a catalyst for new business models and are a future forward thinker. You’ll report directly into the Managing Director, Customer Propositions.

• Ownership of Launch Program and all of its aspects internally and externally
• Building lasting connection and relationships with Fintechs and Insurtechs
• Ownership of a dynamic propositions’ backlog which aims to solve for prioritised customer jobs to be done and solve for unmet customer needs
• Customer centric proposition design conscientious of experience, service, behavioural, visual and research design inputs solving for functional, societal, and emotional jobs
• Lead experiments to validate proposition hypotheses, providing fast learning, shaping design, and enabling delivery at pace
• Influence, collaborate and lead in propositional delivery ranging from product enhancements, Fintech opportunities, digital features, communication campaigns, journey management etc.
• Scrum-of-scrum operating model connecting the roadmap and backlog of internal and external teams to achieve design objectives
• Regular and ongoing value-release to customers aligned to the proposition roadmap catering for customer needs, outcomes, and experiences
• End-to-end accountability of propositional performance against direct and indirect measures which contribute to customer and commercial performance outcomes
• Enduring management of propositions ensuring ongoing maintenance, continuous optimisation and delivering enhancements

What You ll Need

• Customer Obsessed. You ll know how to build a plan which is underpinned by a prioritised backlog of customer needs. You can then deliver this in partnership with teams across a big organisation that has a lot of moving parts.
• Commercially Driven. You ll take personal accountability for segment performance, customer outcomes and the quality of the experience we provide. You ll have deep experience managing P&Ls, measuring customer lifetime value, and managing the customer pipeline.
• Product Knowledge. You ll have deep experience of designing, running and optimising products. Through this experience you ll have a tried and tested playbook for understanding product performance and how to scope future product opportunities.
• Market Leading. You have a breadth of experience and knowledge across propositions, products, channel distribution and marketing to design and deliver market-leading propositions which solve for unmet customer needs. Incorporates experimentation, experience design and data-driven inputs to shape propositions
• Delivery Focussed. You connect numerous teams both in and outside of the organisation to delivery large-scale, complex value releases to our customers through agile principles and practices. Management and leadership of proposition squad, business agility leads, integrators, experience design resource and extended teams
• Bold. We don t think banking should be bland, so we want our propositions to stand out like a flamboyance of flamingos. Therefore you ll be willing to think different. You may have deep financial services expertise, but we re also open to people with fresh thinking born from other industries.
• Externally Focussed. You ll have deep experience of how to work with marketing, interactions, and design colleagues so we engage our customers in new and innovative ways using the latest technology and platforms.
• Constructively Challenge. We believe the highest form of commitment is to try and make something better, because we care. Therefor constructive challenge is key. We need someone who can call out mediocre, make things better, but do this in a way that motivates, inspires and energises.
• Relationship Builder. We get up in the morning to build relationships with our customers that will generate long-term value for our business. We therefore need someone who sees customers as more than numbers, but real people in the real world, just like us, who we must understand, serve and make happy. If this chimes with you, and you d like to make something special, then get in touch!

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 be their best, regardless of background, identity or culture.

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.

And it s why we especially welcome applications from under-represented groups. We re disability confident. So if you d like reasonable adjustments to be made to our recruitment processes, just let us know.

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

Want to do amazing work, that s interesting and makes a difference to millions of people? Join our journey.

At Lloyds Banking Group, we’re driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you’ll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you’ll have many opportunities to learn, grow and develop.

We keep your data safe. So, we’ll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We’ll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We’re focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.