Senior Manager, Customer Conduct & Product Policy

Lloyds Banking Group; West Yorkshire; Hybrid; GBP 85,000 - 101,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Discount shopping

30 days holiday

Wellbeing & parental leave

Job summary

Lloyds Banking Group is seeking a Senior Manager in Customer Conduct & Product Policy to shape how millions of customers interact with their finances and to set the bar for great customer outcomes across the Group.

The role leads the design and embedding of product governance tooling, provides expert guidance on policy interpretation, and drives an evidence-led approach to product lifecycle governance, conduct risk reporting and customer outcomes across the organisation.

Qualifications

• At least ten years' experience in financial services, including five years in customer conduct or product governance.
• Strong ability to interpret complex regulation and translate it into policy guidance.
• Excellent drafting skills for reports and senior audiences.

Responsibilities

• Provide specialist advice on Customer Conduct policy, Consumer Duty, product governance and customer value requirements.
• Lead design and embedding of product governance tooling and compliant lifecycle governance.
• Draft, maintain and roll out Customer Conduct Policy guidance aligned to regulatory expectations.
• Advise on policy interpretation and drive evidence-led decision-making across the Group.
• Oversee conduct risk reporting and MI, challenge 1LoD activities, and escalate issues as needed.

Skills

Regulatory risk

Policy interpretation

Stakeholder management

Data-driven decisions

Leadership

Job description

Lloyds Banking Group is seeking a Senior Manager in Customer Conduct & Product Policy to shape how millions of customers interact with their finances and to set the bar for great customer outcomes across the Group.

The role leads the design and embedding of product governance tooling, provides expert guidance on policy interpretation, and drives an evidence-led approach to product lifecycle governance, conduct risk reporting and customer outcomes across the organisation.