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Job Description Summary

Job Description

JOB TITLE: Head of Customer Propositions – Behaviour, Value, Rewards and Loyalty

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 a customer obsessed and delivery driven leader who understands commercials and is creative enough to create new sources of value for the customer and for the company. If you're an out of the box thinker, a connector, a change maker and passionate in helping customers with their aspired behaviour, finding and showcasing the best offers, rewarding them for their loyalty and creating value-add partnerships with third parties, then you might be who 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 your org chart is not the be all and end all. We’re after someone who has enough drive to make a difference, enough insight to influence, and enough smiles to bring people with them and have fun with their work. If you want to work with people that are diverse, driven, and different, then you might be who we’re looking for.

The Role:

You'll lead a team focused on strengthening relationships and providing differentiated and additional value over and above our product value. You're both commercially savvy and passionate about consumer psychology as you look to reward customers who achieve aspired behaviours, explore new value-offerings (including third-party partnerships), and drive a whole of bank loyalty and rewards construct that covers financial services and non-financial services elements. This role reports into the Customer Propositions Director – Behaviour, Value, Rewards & Loyalty.

• 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 agile 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

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.

• Customer Obsessed. Deep knowledge and experienced application of customer and value frameworks. Ensures the design, delivery and run of propositions results in a connected customer experience. Realises benefit for customers on a regular and ongoing basis

• Commercially Driven. Robust and committed focus on propositional performance. Thrives in the challenge of owning an ongoing value release roadmap. Equally focused on the enduring impact (direct and indirect measures) of propositions ranging from initial design and delivery all the way through to continuous management of propositions

• Market Leading. 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 deliver 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.

• 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.

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.