Managing Director - Customer Propositions & Strategy

End Date

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Flexible Working Options

Job Description

About this opportunity

Within Business and Commercial Banking (BCB) we're on an exciting journey to become the leading UK digitally-led relationship bank, with significant investment to transform the customer experience and digitise our offering. The MD Customer Propositions & Strategy plays a key role in strengthening, deepening and growing our customer relationships with accountability for four critical strategic initiatives across the BCB business unit: Strategy & Propositions; Sector & Segmentation; Customer Experience & Insight and Social Sustainability.

You’ll work closely with other senior executives  across the business and the wider Group to leverage data, customer insight and market intelligence to inform our approach and influence stakeholders to make bold strategic decisions.  You’ll bring deep insight, innovation, a passion for the customer and the real energy to make a tangible difference. This is a place where your thought leadership will build the business of tomorrow.

You’ll lead a team of c50 talented colleagues and will need to set a motivating vision for what we’re trying to achieve, empowering them to deliver high performance and providing effective coaching and broader support for personal development.  You’ll report into the MD of Digital Banking, Analytics and Propositions but be expected to have a close and trusted relationship with all members of the BCB executive committee and the CEO in particular.

Key Accountabilities:

• Lead on strategy development for BCB, leveraging external best practice and emerging trends to inform our approach. You will have a leading role in setting the direction beyond the current strategic cycle to ensure we’re prepared for the future. This requires contextualising market and value opportunities to effectively pivot our strategic approach and building a compelling story to senior stakeholders and investors.
• Lead the sector and segment proposition centre of excellence, liaising with a variety of stakeholders across the Group including sales, product, marketing, digital, data analytics and insight and delivery to formulate clear and succinct customer focussed, commercially driven propositions in our chosen sectors and segments. You will develop and deliver targeted propositions, acquisition and delivery plans for each priority segment, utilising data, competitor insight & CX to design, develop and deliver a market leading proposition.
• This role is the single point of ownership for the BCB customer proposition, overseeing the strategic view of the products and propositions that we offer to clients across channels, sectors and segments.  The role will ensure our strategic participation choices and our customer propositions are mutually supporting.

• Lead the BCB customer experience programme and drive collaboration on resolution of customer experience pain points. Pro-actively monitor performance across segments, processes and channels to assess delivery of key customer and value outcomes utilising data and insight. You’ll have specific accountability for the customer research and sentiment tracking within the division and oversight of the overall customer experience for our business customers. 
• Lead our social sustainability and inclusive business agenda, driving improvements to access to finance to under-represented groups and regions whilst delivering commercial value for the business. This involves working both internally and with key political and otherwise organisations to influence change.

• Build and communicate business cases grounded in strong commercial rigour and influence at Senior Executive level, including BCB ExCo, GEC and Board.
• Effectively manage relationships across the BCB and broader LBG network to drive maximum impact, expanding to external stakeholders where appropriate.
• Ensure an effective system of risk management and controls to identify, assess, monitor, control and mitigate risks in line with risk appetite.
• Create a compelling vision and lead a team of highly motivated colleagues and bring out the best in them. You’ll be focussed on your own personal development, leading by example and showing that you’re continuously learning too. Finally, you’ll want to play a key role in our leadership team, helping us build an inclusive culture that colleagues really want to be a part of.

What you’ll need

Strategic Planning

• Ability to envision a desired future and translating this vision into clearly defined goals with a clear path to achieve with a complex organisation.

Customer and Market Analysis

• Ability to use data to draw insights in customer behaviour and market dynamics and use these insights to make long term decisions to drive performance

Commercial Acumen

• Deep commercial understanding of and ability to use data to predict changing customer needs and how BCB propositions can meet those needs

Balances Stakeholders

• Anticipating and balancing the needs of multiple stakeholders. Understands self deeply and their impact on others and influences accordingly.

Solving Complex Problems

• Creative and able to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Risk Management

• Takes a pro-active approach to identifying and managing risk, with a clear understanding of the regulatory landscape. 

Builds Effective Teams

• The ability to motivate a team to work together to achieve a common goal and to achieve extraordinary results. Using open and honest communication, providing support, understanding the expertise within the team and celebrating success in order to attract and retain a high performing team who are nurtured to develop their talent.

And any experience of these would be really useful

• Demonstrate knowledge of business and commercial banking industry , including external knowledge of industry best practice and opportunities for change.

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 bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you.

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.