Senior Segment Manager, Customer Propositions (12mth FTC)

JOB TITLE: Senior Segment Manager, Customer Propositions (12mth Secondment)

LOCATION(S): Halifax, Bristol, Leeds or London

SALARY: From £76,194 for non London based colleagues, or from £90,440 for London based colleagues

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

This is a 12 month fixed term contract opportunity

About the role

We're on the lookout for a senior segment manager as part of the mass market segment team. In this role you will be the embodiment of your customer; you know everything there is to know of your segment and pride yourself of being able to walk in the customers shoes and speak their language. You can translate the needs from your life stage segment into continuous inputs into the different products, propositions, content, customer journeys, marketing, and servicing teams to move us closer to our desired customer vision. You are an effective collaborator and will work with teams across the Group to demonstrate and deliver customer and commercial value. You are a catalyst to not only influence but lead the change.

What you'll be doing

• Actively lead your segment inflows and outflows as well as the competitive position
• Define the customer jobs to be done, aspired customer outcomes and prioritise them going forward
• Create a dynamic customer vision supported by insights, research, trends, and forecasting customer needs against the economic, social, tech and political landscape
• Establish a clear gap analysis between the current customer state and the future customer vision, overlaying a customer plan of all related group activity. You will work together with teams from across the bank to fix broken journeys, deliver enhancement to improve experiences, and create new journeys to solve for underserved customers jobs to be done
• Drive your segment commercial targets, including the supporting measures
• Learn through scaled experiments to validate hypothesis and build a deeper understanding of customer jobs and needs
• Drive and influence the delivery of customer activity for your life stage across product, propositions, distribution, communications, marketing and customer journeys

What you’ll need

Are you as passionate about customers life stage needs and wants as driving commercial performance? Are you keen to grow and deepen your segment and create long lasting viable relationships? Do you understand the important life events and milestones, and are you deeply empathetic to emotional and social needs that go with them? Then you might be the person we are looking for!

• Performance Focused – unwavering commitment to deliver commercial improvements across your segment by identifying and meeting customer needs through Group levers
• Market Expert– vast and intricate knowledge across their respective segment demographic, our ability to solve for their jobs through internal operating model and the external landscape they operate in with considerations across economic, societal, technological and political landscapes
• Leads Change – continuous and enduring completion of customer plan activity through direct and indirect ownership of proposition, product, communication and marketing enhancement and optimisation opportunities
• Customer Obsession – you live and breathe your customers’ needs and you speak your customer language. You know how to build a plan which is underpinned by a prioritised backlog of your customer needs to deliver on them continuously
• Scaled Engagement – strong experience in managing a vast set of (senior) collaborators to continuously champion the needs and voice of the segment leading to a customer-centric outcome at a Group level

About us

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

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 everyone 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.
• 30 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.