Head of Customer Propositions - Ecosystems

End date
Thursday 25 April 2024

Salary range

We support agile working
Click here for more information on agile working options.

Agile Working Options
Job Share; Flexibility in when hours are worked; Hybrid Working

Job description

JOB TITLE: Head of Customer Propositions - Ecosystems

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 look out for an out of the box thinker who can connect to a variety of different customer areas and knows how to deliver at pace. Customer lives and their financial needs go further than banking products. Often they are connected to the things that we regularly do like shopping, sports, entertainment, gaming, travel, transport and more. In this role you'll spearhead different business models. Are you the lateral thinker who can connect value across industries and aims to complete the full customer job to be done in one place? 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 focussed on connecting different product, journeys and content across financial and non- financial service products into meaningful, seamless and value creating experiences. You understand our customers in their different life stages well beyond their financial needs. You're commercially savvy and understand the value of our 34 million retail customer base. You're delivery focussed; most of all you're a powerful relationship builder and drive meaningful impact. This role reports directly into the Managing Director, Customer Propositions.

• 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. Therefore 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.]]>