Segment Manager

Lloyds Banking Group; West of England; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Discounted shopping

30 days holiday

Wellbeing initiatives

Parental leave

Job summary

Lloyds Banking Group is seeking two Segment Managers to drive performance and customer experience for the Later Life segment. You will turn customer and commercial insight into clear actions, lead delivery across product, proposition, marketing, journeys and servicing teams, and track impact on customer and business outcomes.

You will combine customer insight, commercial understanding and proposition development to identify opportunities and shape recommendations across multiple functions,

Qualifications

• Understanding performance drivers using customer, market and commercial insight.
• Translate insight into practical recommendations for stakeholders.
• Demonstrate strong understanding of customer needs to shape propositions and journeys.
• Interpreting data, identifying trends and generating actionable insights.
• Build effective relationships across multiple teams and coordinate activities.

Responsibilities

• Drive retention, engagement, balances, income and customer outcomes.
• Use insights to identify opportunities and support evidence-based decisions.
• Support the development and delivery of strategic roadmaps with clear actions.
• Shape customer propositions, journeys and engagement activities.
• Coordinate delivery across teams and remove barriers to execution.
• Champion inclusive and responsible customer outcomes across delivery activity.

Skills

Business insight

Commercial insight

Critical thinking

Customer centricity

Data literacy

Relationship management

Risk management

Job description

Job Description Summary We're looking for a TWO (2) highly motivated Segment Managers to help drive the delivery, performance and customer experience of a priority customer segment. You'll turn customer and commercial insight into clear actions, lead delivery across product, proposition, marketing, journeys and servicing teams, and track the impact of activity on customer and business outcomes., We're looking for two Segment Managers to join our Consumer Segment Function and help deliver better outcomes for Later Life customers. This customer group plays a significant role in the Group's growth, retention and engagement ambitions, and you'll have the opportunity to influence propositions, customer journeys and strategic priorities that make a real difference.

Working across the Group, you'll combine customer insight, commercial understanding and proposition development expertise to identify opportunities, shape recommendations and drive delivery. You'll work with colleagues across product, digital, marketing, servicing, finance and risk teams to ensure activity remains focused on what matters most to customers and delivers measurable business outcomes.

As a Segment Manager, you'll:

• Drive performance across key measures including retention, engagement, balances, income and customer outcomes.
• Use customer, commercial, behavioural and market insight to identify opportunities and support evidence-based decision making.
• Support the development and delivery of strategic roadmaps, ensuring priorities translate into clear actions and measurable outcomes.
• Shape customer propositions, journeys and engagement activity that improve both customer and commercial performance.
• Coordinate delivery across multiple teams and disciplines, maintaining momentum and removing barriers to execution.
• Champion inclusive and responsible customer outcomes, ensuring accessibility, vulnerability and digital inclusion considerations are embedded throughout delivery activity.

WHY LBG?

Like the modern Britain we serve, we're evolving. Investing in our people, data and technology to transform how we meet the changing needs of millions of customers.

You'll join a business focused on shaping finance as a force for good, where colleagues are empowered to challenge thinking, bring new ideas and help create better outcomes for customers. Whether developing new propositions, improving customer experiences or influencing strategic decisions, you'll have the opportunity to make a meaningful impact while continuing to grow your career.

WHAT YOU'LL NEED

• Business & Commercial Insight
  You'll use customer, market and commercial insight to understand performance drivers, identify opportunities and support decisions that improve customer and business outcomes.
• Critical Thinking
  You'll analyse complex information, assess options and translate insight into practical recommendations, creating clarity for stakeholders and supporting informed decision making.
• Customer Centricity
  You'll demonstrate a strong understanding of customer needs and use those insights to shape propositions, journeys and engagement activity that improve customer experiences and outcomes.
• Data Literacy
  You'll be comfortable interpreting customer and commercial data, identifying trends and generating insights that support proposition development and performance improvement.
• Managing Key Relationships
  You'll build effective relationships across multiple teams, coordinating activity and influencing stakeholders to deliver agreed outcomes in a complex organisational environment.
• Risk Management
  You'll confidently operate within governance, risk and control frameworks, helping ensure strong customer, conduct and commercial outcomes.

And any experience of this would be really useful

• Financial services or regulated industry experience.
• Proposition development, customer journey design or customer experience improvement.
• Experience delivering performance improvement initiatives across large organisations.
• Knowledge of customer segmentation, retention or engagement strategies.
• Experience balancing commercial objectives with customer and conduct outcomes.

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 they belong and can perform at their best, regardless of background, identity, culture or working style. We welcome applications from all suitably qualified candidates and are committed to creating an inclusive recruitment process. If you require reasonable adjustments at any stage of the recruitment process, please let us know and we'll work with you to provide the support you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• 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

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.