Customer Propositions Manager

Lloyds Banking Group; Calverley; Hybrid; GBP 61,000 - 68,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Lifestyle benefits

30 days holiday

Wellbeing & parental leave

Job summary

Lloyds Banking Group is seeking a Customer Propositions Manager (12-month FTC) across the UK. You will shape proposition strategy, identify opportunities and work hands-on with teams to deliver customer and commercial results.

Using customer insight, market evidence and financial data, you’ll decide where to focus, build business cases and develop propositions that meet customer needs and create business value.

Qualifications

• Proposition experience developing and delivering customer propositions or improving customer experiences, with evidence of results.
• Commercial thinking to understand drivers of performance and assess options.
• Confidence with data: analysing customer and commercial information to inform decisions.
• A results-focused mindset with proven measurable improvements.
• Delivery experience managing competing priorities and keeping work progressing.
• Strong collaboration across teams to achieve a shared goal.
• Clear communication to explain options and support decision-making.
• Customer focus balancing outcomes with governance, risk and controls.

Responsibilities

• Explore unmet customer needs and changes in behaviour to inform priorities.
• Set out proposition concepts, benefits, costs and trade-offs to support investment decisions.
• Agree milestones and dependencies with delivery teams, address barriers and escalate decisions as needed.
• Organise testing and gather customer feedback before and after launch.
• Provide senior stakeholders with concise updates on progress, risks and decisions.
• Embed accessibility, inclusion and appropriate risk controls throughout the work.

Skills

Proposition experience

Commercial thinking

Confidence with data

Results orientation

Delivery experience

Collaboration

Clear communication

Customer focus

Job description

Description

Title: Customer Propositions Manager (12-month FTC)

Salary: £61,344 - £68,160
Locations: Bristol, Edinburgh, Leeds, Halifax, Manchester or Birmingham
Hours: Full-time, 35 hours per week
Working pattern: Hybrid, spending at least two days per week, or 40% of your time, at one of our office sites.

About this opportunity

We’re looking for a Customer Propositions Manager to join our Consumer Segment Function. You’ll help shape proposition strategy, identify the strongest opportunities and work hands‑on with teams to deliver customer and commercial results.

Using customer insight, market evidence and financial data, you’ll decide where to focus, build business cases and develop propositions that meet customer needs and create business value.

Working across product, digital, data, marketing, servicing, finance and risk, you’ll turn priorities into delivery plans, resolve challenges and keep progress on track. You’ll measure results and improve propositions, balancing customer value, commercial returns and practical delivery.

This is a role for someone who can relentlessly seek out growth opportunities and make it happen.

What you’ll be doing

• Explore unmet customer needs and changes in behaviour to inform future priorities.


• Set out proposition concepts, expected benefits, costs and trade-offs to support investment decisions.


• Agree milestones and dependencies with delivery teams, addressing barriers and escalating decisions when needed.


• Organise testing and gather customer feedback before and after launch.


• Give senior stakeholders concise updates on progress, risks and decisions required.


• Embed accessibility, support for vulnerable customers, inclusion, customer permissions and appropriate risk controls throughout the work.

What you’ll need:

• Proposition experience: Experience developing and delivering customer propositions or improving customer experiences, with evidence of the results achieved.


• Commercial thinking: The ability to understand what drives performance, assess different options and make clear recommendations.


• Confidence with data: Experience analysing customer and commercial information and using your findings to make decisions.


• A focus on results: Experience delivering measurable improvements and adapting your approach when needed.


• Delivery experience: The ability to manage competing priorities, dependencies and challenges and keep work progressing.


• Collaboration: Experience bringing different teams together and building support for a shared goal.


• Clear communication: The ability to simplify complex information, explain different options and support effective decision-making.


• Customer focus: An understanding of how to balance good customer outcomes with appropriate governance, risk and controls.

It would be useful if you also have experience in:

• Financial services or another regulated industry.


• Launching propositions or improving customer experiences.


• Assessing commercial potential or supporting investment decisions.


• Working with analytics, digital, technology or operational teams.


• Testing changes, measuring performance and using the results to make improvements.

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We’re committed to creating an environment where everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package and introduce a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns.

As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role and have a disability, long‑term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

Our benefits include:

• 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, plus bank holidays


• A range of wellbeing initiatives and generous parental leave policies

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.