Senior Manager- Customer Connections - Digital Wallets

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Job Description Summary

Job Description

JOB TITLE: Senior Manager- Customer Connections - Digital Wallets (Open)

SALARY: From £76,194

LOCATION(S): Birmingham, Bristol, Edinburgh, Halifax, Leeds, Manchester

HOURS: Full time

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

About this opportunity!

The Senior Manager Customer Connections is a key leadership role that works in partnership with the Head of Payment Strategic Deliver to deliver the commercial results of the organisation driven by our products and balances; ensuring good customer outcomes for the customers who experience our products; oversee risk decisions related to regulatory compliance; the delivery of customer led experiences, products and solutions in partnership with the platform and product owners

The Payments product team are responsible for the product, proposition, and commercial management of payments for our PCA accounts, across the core brands for the Group - Lloyds, Bank of Scotland, and Halifax - ensuring that our products and services meet the changing needs of our customers. We sit at the heart of the Consumer Relationships identifying growth opportunities and outlining initiatives to drive customer experience and commercial profitability.

The role will work closely with a range of business partners – Labs & Platforms, Finance, Risk, external partners and other business teams – and will be responsible for building and maintaining a strong network of stakeholders in order to influence the strategic agenda. The successful individual will need to work collaboratively with multiple stakeholders across different business areas, seniority and locations and break down silos to deliver at pace.

What you’ll be doing..!

• Achieve commercial revenue and product budget targets. Meet customer volume targets focusing on delivering value to our customers
• Collaborate with the Head of Customer Solutions to develop and deliver commercial objectives. This includes setting bold Profit and Loss (P&L) goals, managing performance, and leading strategic changes
• Take ownership of risk decisions, demonstrating deep regulatory knowledge to ensure that our products align with regulations like the Consumer Duty
• Accountable for maintaining a robust system of risk management and internal controls. Identify, assess, monitor, and mitigate risks in alignment with the Group's risk appetite, policies, and legal obligations
• Prioritise mobile first solutions that focus on mobile accessibility, personalisation, and value addition
• Demonstrate a clear understanding of customer behaviour, market dynamics, regulatory changes, and competitor trends within the product market
• Drive product changes to achieve organisational commercial goals
• Work closely with the Customer Value Proposition team to create product solutions that address both commercial and customer priorities

About us

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too…

What you’ll need

You'll be great at complex problem solving and be highly analytical, you'll have a track record of delivering a breadth of results and you’ll be excited about this opportunity to be a leader in our fast paced, high-energy, high-performing team in the complex, competitive and quickly evolving retail payment sector.

You'll have the opportunity to work across a wide range of product and payment themes, using strategic thinking to shape ideas. You will have the ability to take concepts & projects through ideation to business case and mobilise into delivery, working closely with the relevant teams and linking updates into the wider Consumer Relationships products.

• Possess strong analytical and written skills.
• Have a regulatory engagement, product management, external affairs, or consultancy background.
• Be adapt at dealing with ambiguity and working across a complex organisation and wide stakeholder group.

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
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.

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.