Head of Customer Connections - Everyday Banking

JOB TITLE: Head of Customer Connections - Everyday Banking

SALARY: £104,990 pa to £123,500pa plus an extensive benefits package.

LOCATION: Bristol, Edinburgh, Halifax, Leeds or Manchester

HOURS: 35 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 one of the above the listed hubs.

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 everchanging needs of our 26 million customers. We're embracing collaborative, agile ways of working, to help us deliver the best outcomes for our colleagues, customers and businesses. We're growing with purpose. Join us on our journey and you will too!

Want to hear more?

Everyday Banking is at the heart of our growth strategy with our Current Account and Overdrafts supporting our mission to provide the best products for our UK customers and to grow relationships of the bank.

We're heavily investing in our Everyday Banking products and teams, to deliver on our purpose of Helping Britain Prosper. We want someone who is open, collaborative, driven, commercial and has an agile mentality who can lead a diverse team whilst having fun along the way!

The Head of Customer Connections is a pivotal leadership role within Everyday Banking, responsible for driving customer growth and engagement across our Current Account products. The role blends commercial accountability with customer-centric design, ensuring mobile-first, personalised experiences that deepen relationships and deliver measurable outcomes.

Key responsibilities:
• Commercial responsibility for trading and customer flow underpinned by deep understanding of customer behaviours and drivers of customer activity to improve customer conversion, funnel improvement, activation, and engagement
• Influence marketing campaigns, deliver public website optimisation to drive and meet demand in a mobile first environment
• Work collaboratively with platform teams to create market leading onboarding journeys
• Shape and execute activation strategies for the first few months of customer engagement.
• Bring insight, challenge and customer focus to product strategies and future propositional development.
• Be accountable for an effective system of risk management and internal controls to identify, assess, monitor, control and mitigate risks to the Group in line with risk appetite, including adherence to the Group's policies, procedures, statutory and regulatory responsibilities, and fully satisfy legal and regulatory requirements
• Understand the product market, demonstrating clear understanding of customer, market, conduct, regulatory and competitor trends
• Inspire and develop a diverse, high-performing team through coaching, feedback, and inclusive leadership.

About you
• Deep knowledge and experienced application of customer and value frameworks. Realise benefit for customers on a regular and ongoing basis across all Current Account & Overdraft products.
• Breadth of experience and knowledge across products, channel distribution, UX design and marketing. Use external benchmarking and gap analysis to design and deliver market-leading strategies
• Robust and committed focus on acquisition, engagement and experience performance.
• Connect multiple teams to deliver large-scale, complex value releases to our customers through agile principles and practices.
• Someone who thinks differently and challenges status quo. raises the bar and lead the way towards the future of banking.

About working for us

Our focus is to ensure we are 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 is why we especially welcome applications from under-represented groups. We are disability confident. So, if you would like reasonable adjustments to be made to our recruitment processes, just let us know.

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

We would love to hear from you!