Head of Customer Segment & Performance

JOB TITLE:

Head of Customer Segment & Performance

SALARY: £,370 pa (some flexibility for the right candidate) LOCATION(S):
Birmingham, Bristol, Halifax, Leeds, Manchester & Edinburgh

HOURS:

Full-time - 35 hours per week 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 in the locations shown above.

Are you a customer-obsessed leader with a track record for driving performance and leading change?

The Consumer Segment Team is growing and is seeking a Head of Customer Segment & Performance to lead a priority customer segment.

This role champions the customer, combining deep insight into customer needs and behaviours with strong commercial accountability to drive retention, sustainable growth and improved customer experience.

In this role, you'll be:
Taking ownership of the end‑to‑end experience for your customer segment, defining and shaping the full customer journey across products, propositions, channels and touchpoints to ensure a coherent and high‑quality experience aligned to customer needs and commercial outcomes.

Taking ownership of the commercial performance of your customer segment, delivering growth through effective customer portfolio management, monitoring customer performance‑and the prioritisation of key performance issues and improvements.

Using data and insight to actively drive customer performance, improving customer outcomes while effectively managing propositions, engagement and experience (including remedial activity), prioritising actions to ensure that commercial targets are met.

Leading the delivery of the segment's growth strategy, translating strategic plans into tangible commercial opportunities and deliverables, across products, propositions and go‑to‑market activity, maximising commercial and customer impact for your key prioritised segments.

Embedding inclusive and responsible outcomes, ensuring vulnerability, accessibility and digital inclusion are integral to segment plans and delivery and prioritised accordingly.

We encourage applications from candidates from diverse backgrounds.

To progress to the next stage of the selection process, your CV and cover letter should clearly demonstrate how you meet the requirements set out below.

Customer segment delivery experience (within Financial Services)

Commercially-driven and performance-focused with a proven track record of shaping and delivering commercial outcomes for a large customer segment, ideally within a large financial, Fin Tech or Banking organisation.

Customer-focused thinking:
Proven ability to deeply understand customer needs, utilising insight on segment demographics and other data to develop, build and deliver plans that address them effectively.

Product & Proposition expertise:
Significant experience of designing, running and optimising products and propositions ideally within a financial services environment, with a strong understanding of performance drivers and a track record of being able to scope future opportunities.

Strategic & analytical thinking:
Strong understanding of segment demographics and the wider external landscape (economic, societal, technological, political) and using this insight to identify and create commercial opportunities.

Comfortable setting direction and recognising opportunities at a strategic level, while operating confidently in the detail to analyse performance, generate insight and make evidence-based decisions.

Leading change & delivery:
Proven ability to drive customer plan activity and optimise propositions, products, communications, and marketing through large scale complex organizations deploying effective matrix management.

Relationship building, communication & influence:
Strong relationship building and influencing skills, with experience engaging senior business leaders and business partners to gain buy-in and collectively champion the customer segment agenda at organisational level.

Bold and constructive challenger:
Able to evidence the ability to think big, challenge the status quo and raise standards, igniting change within a regulated…