Director, Head of Client Services and Customer Experience

End Date Sunday 15 December 2024 Salary Range £0 - £0 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share Job Description Summary...

End Date

Sunday 15 December 2024

Salary Range

£0 - £0

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

.

Job Description

JOB TITLE: Director, Head of Client Services and Customer Experience

LOCATIONS: Edinburgh / Birmingham / London

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites

About This Opportunity

We have an exciting opportunity for a Director, Head of Client Services and Customer Experience, to join our Commercial Cards team. This is senior leadership role where you'll be accountable for leading the Customer focused elements of the commercial card business including client implementation, marketing communications, operational engagement and product propositions.

You'll partner with our Product Management and Commercialisation teams as well as the Relationship and Operational teams to drive strong customer outcomes aligned to the business strategy. Reporting directly to the Head of Commercial Cards and play a key role as part of the Commercial Card Leadership Team.

This role provides a great opportunity to lead a newly formed team and will play a key role in contributing to and executing on the business strategy.

The Commercial Card business is transforming and growing, so they couldn't be a better time to join us!

Your accountabilities will include:

  • Contribute to the Commercial Card business strategy and drive execution of the customer focused elements

  • Lead & mentor the team enabling high performance

  • Ensure the customer implementation model delivers strong customer and commercial outcomes

  • Evolve the approach to proposition and go-to-market

  • Develop and deliver against the marketing communications strategy

  • Ensure operational excellence in partnership with internal and external teams

Why Lloyds Banking Group

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What You’ll Need

  • Strong experience and understanding in Commercial Cards

  • Transformation experience, leading & delivering change

  • Customer centric with an eye on ensuring commercial performance targets are met

  • Strong ability to develop a customer centric story

  • Strong leadership skills

  • Excellent interpersonal skills coupled with the ability to think laterally, be innovative and find creative solutions

  • Be a collaborating working with both internal and external parties

And Any Experience Of These Would Be Useful:

  • Leading commercial agreements and P&L management.

  • Product strategy, development and management.

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 performance-related bonus

  • 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! ��

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.

Apply now

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