Head of Customer Interactions – Marketing Performance (LBG/0418/617570)

Our vision, put simply, is to become the best bank for customers.

As the UK’s largest Retail, Digital and Commercial bank we have a huge responsibility to support the UK economy and help it prosper whilst putting customers at the heart of everything we do.

And at Lloyds we’re transforming the customer experience – embracing the latest technologies and emerging digital channels to build our iconic brand portfolio through understanding the needs of over 30 million customers.

We’re also embarking on a three year, £3bn, transformation programme – putting unprecedented levels of investment into our platforms, people and data capabilities to build the bank of the future.

It’s very exciting and together we’ll make it possible…

Our newly created Marketing Performance, Optimisation and Interactions function is a centre of excellence designed to pull together all the levers of the Group’s customer contact strategy. It will allow us, for the first time, to optimise all customer communications across any media and channel in one place.

And as our Head of Customer Interactions you’ll fulfil a strategic role directing the implementation of key aspects of this contact strategy.

You’ll get to:

• Lead, nurture and inspire a team of c100 Analysts and colleagues to build and implement c 1 billion customer contacts per annum

• Oversee discretionary and non-discretionary communications activities and leads across all channels, direct marketing and research.

• Become the business owner for a number of core marketing systems and key link into our data strategy and IT teams.

• Hold overall business accountability for taking systems elements of key Group Strategy Initiative projects to live and maintaining/leveraging in live.

Ultimately you’ll find yourself central to the delivery of all forms of customer contact, including shaping how the Group evolves its capability to deliver market-leading customer experience from communications in all channels in a post GDPR and rapidly evolving market context.

Specifically you’d be:

• Responsible for implementing customer facing Insights activity including leads, DM and research selections resulting in our high level of customer contacts.

• Accountable for ensuring activity is delivered efficiently and accurately within Regulatory standards allowing no tolerance for errors

• Responsible for relationships with 3rd party suppliers of marketing systems (e.g. Teradata)

• Seeking opportunities for continuous improvement and championing them

• Supporting simplification by prioritising and then improving processes and , data structures while challenging other teams to reduce unnecessary complexity

• Encouraging and role-modelling collaboration across the group including the Strategic Transformation programme

• Developing a high-performing team, using mentoring, performance management and demonstrating our values to build on a meritocratic culture that encourages growth and personal accountability

As you’d expect we’ll need you to possess the leadership skills and experience required to inspire a large multi-site team of analysts who effectively design and execute large scale communications and lead programmes.

A strategic thinker with contemporary insight and experience you’ll also help shape the development of next generation enterprise environments for interaction and contact management

And you’ll be a believer in performance cultures with the planning and organisational skills to assure the execution of contact and programmes within conduct frameworks of Risk, Compliance and Regulatory Management.

We’d specifically be looking for your experience in:

• Running a large analytical function, ideally centred around audience management, data modelling and contact programmes that deliver effective consumer and customer experiences

• Holding a track record of successfully handling interaction design and execution within compliance and risk frameworks

• Multi-channel contact and lead management systems architecture and implementation of interaction programmes

• Being accountable for risk planning and control, incident management and governance of operational teams

Ideally you’ll also have experience of enterprise system architecture and leading change programmes/implementation of 3rd party solutions and technologies with associated supplier management responsibilities.

And in return for your commitment and expertise we’d offer you a comprehensive package that includes:

• An on target performance-related bonus of c25%

• 4% of your salary paid to you in flex cash

• Car/car allowance

• 30 days holiday

• Private medical benefit

• Share schemes

• Generous pension contribution

• Colleague products and discounts

We’re passionate about developing our people and just as passionate about equal opportunity for all – ensuring our colleagues represent the communities we serve.

So, be a key part of a team where you’re given the confidence to be your whole and your best self as we journey to lead the industry sector in Marketing.

Take part in the future of marketing at Lloyds Banking Group and apply today…

(NB Salaries vary with location – Bristol max c£94,000)

Head of Customer Interactions – Marketing Performance


Canons House, London Wall, Trinity Road