Head of Segment

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Job Description Summary

Job Description

The Consumer Segment Team has recently evolved merging mass market and mass affluent segment work to enable a stronger focus on customer strategy and commercial growth. The team is structured around three key focus segments with senior leadership roles injected to drive commercial performance and accountability. The function is ultimately accountable for driving customer and segment-led growth through the development and delivery of segment led strategies customer solutions and ongoing proactive day-to-day segment management of performance.

About the Role:

As a Head of Segment you will be the embodiment of your specific customer segment deeply understanding their needs behaviours and aspirations whilst identifying retention and growth opportunities. Youll be commercially driven and take personal accountability for your segments performance customer outcomes and the quality of the experience delivered for your customers. Youll get the opportunity to translate insights into actionable growth strategies and plans across products propositions customer journeys marketing and servicing collaborating across the Group to deliver both customer and commercial value. You will lead change influence stakeholders and drive the delivery of segment bottom line results.

Accountabilities & Responsibilities:

To own and manage the Customer and Commercial performance for your respective prioritised customer segment. Creation orchestration and proactive delivery and management of growth plans across product proposition engagement and experience to achieve customer metrics and targets.

• Accountability for setting and leading the delivery of customer segment/commercial growth strategies priorities and plans and for the active management and cross group delivery of product and proposition solutions in achievement of customer and commercial metrics eg acquisition retention and deeper product/proposition holdings.

• Active day to day commercial management of segment trading performance and ongoing performance management of propositions engagement and experience including remedial activity to ensure customer and commercial targets are met.

• Responsibility for development and orchestration of an effective engagement strategy and ongoing go to market plan to maximise commercial and customer impact to our key prioritised segments.

• Ownership and definition of the end to end experience for each segment monitoring customer performance and leading on the prioritisation of key issues or improvements that drive this.

• Responsible for ensuring vulnerability and digital inclusion is actively managed e.g. service optimisation and digital adoption activity ensuring segment needs and strategic imperatives are prioritized accordingly.

Required Skills & Experience

• Commercially Driven and Performance Focused: Have proven track record of delivering commercial results managing customer P & Ls and customer pipeline activity.

• Customer Obsessed: Youll be expert at getting under the skin of your customers and utilising insight to develop build and deliver plans that address deep rooted customer needs.

• Market and externally focused: Deep knowledge of segment demographics and external landscape (economic societal technological political) and carving out opportunities using this.

• Product Knowledge: Youll have deep experience of designing running and optimising products/propositions ideally within a banking/financial services environment. Through this experience youll have a tried and test playbook for understanding performance and how to scope future proposition opportunities.

• Leads Change: Proven ability to drive customer plan activity and optimise propositions products communications and marketing through large scale complex organizations deploying effective matrix management.

• Excellent Engagement and stakeholder/relationship building: Ability to build relationships that facilitate effective delivery with proven experience managing senior collaborators and stakeholders in order to gain buy in to and collectively champion the customer segment agenda at Group level.

• Ability to think strategically and apply a broad top down view of opportunity identification whilst day today operate in the detail deploying strong analytical skills to surface key insights and make fact based decisions.

• Bold and constructive in challenging the status quo: Youll be willing to think differently (and big!) and be brave enough to call out mediocracy with a passion to make things better and do this in a way that motivates inspires and energises.

Please contact Kelly Iles () if you would like further details regarding this role.

At Lloyds Banking Group were 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 youll have a key role to play in shaping the financial services of the future whilst the scale and reach of our Group means youll have many opportunities to learn grow and develop.

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Were 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 were building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.