Head of Customer Value Management

End Date

Salary Range

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

Flexible Working Options

Job Description Summary

Job Description

Job title: Head of Customer Value Management

Location: Edinburgh

Salary: Circa 150k DOE

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our Edinburgh office.

About this opportunity:

We have an exciting opportunity to join our Insurance, Pensions and Investments (IP&I) as Head of Customer Value Management.

This role reports to our Chief Customer & Digital Officer and is all about how we track and ensure that we're delighting customers at every stage of their experience with us.

In this role, you'll be responsible for driving value generation from a customer service perspective, measuring success linked to customer interactions with the organisation, as well as how to generate cost savings linked to continuous improvement processes. In addition, this area will be responsible for Consumer Duty across the Chief Customer & Digital Office and the Waterfront platform.

What you'll be doing:

• Curate, lead and implement a customer-centric culture across our business, leading and prioritising customer initiatives. Build and embed a strategy to foster and supervise customer loyalty and satisfaction and be responsible for the charge to improve customer experience & employee engagement, mapping customer success journeys to spot and remove friction. Grow customer lifetime value, whilst handling churn and increasing customer retention.
• Provide regular reports on progress and performance metrics, allowing benefits to be tracked with accuracy. Develop insights and actionable recommendations based on data analysis and implement personalisation strategies to deliver tailored experiences.
• Lead and mentor a team of professionals focussed on driving customer value and collecting customer feedback, setting clear goals and encouraging a culture of innovation and continuous improvement.
• Develop a joined view on risk & governance work related to customer experience, highlight any gaps and coordinate any projects linked to this at an IP&I level.
• Lead, coordinate and collect a joined view on Consumer Duty work across IP&I's business, ensuring thorough testing standards and accurate reporting of results.
• Work closely with cross-functional teams including Marketing, UX/UI Design, Product Development, and IT to implement optimisation initiatives. Collaborate with senior management to align strategies.

Why Lloyds Banking Group:

Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too!

What you'll need:

• Extensive experience on leading a Customer Value Management area focusing on customer segmentation, value proposition development, customer experience management (E2E journeys), customer lifetime value management, personalisation and loyalty and retention programmes in a recognised high-volume financial services environment with strong emphasis on customer satisfaction and loyalty.
• Ownership of customer metrics and proven track record of inspiring change to constantly improve them. Outstanding analytical and quantitative skills, critical thinking and data driven approach to interpret complex data sets and generate actionable insights.
• Deep understanding of customer behaviour and psychology, with a customer-centric mentality and a passion for improving the user experience by delivering systemic customer centric transformational change
• Proven leadership skills with the ability to get results through cross-functional collaboration. Strong project management skills, able to lead multiple initiatives simultaneously. Adopting and role modelling agile capabilities and ways of working.
• Capable of articulating sophisticated concepts to both technical and non-technical audiences. Excellent presentation skills with a focus on showcasing hypotheses, test results and articulating the commercial impact of proposed enhancement.

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

If you're excited by the thought of becoming part of our team, get in touch.

We'd love to hear from you!

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.