Hybrid Lead Customer Value Manager

at Lloyds Banking Group

• Job title: Lead Customer Value Manager
• Job type: Full Time
• Experience level: Senior
• Salary: £78,194 - £89,640 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Edinburgh, United Kingdom

About the role

• Lead Customer Value Manager responsible for customer retention and engagement strategies at Lloyds Banking Group. Collaborating across functions to enhance customer lifecycle and service delivery.

Responsibilities

• Develop and lead the organisation’s customer lifetime value strategy across all segments and product lines.
• Lead cross-functional collaboration (Operations, Marketing, Product, Digital, Risk, Finance) to align around lifecycle priorities and customer-centric metrics.
• Establish a data-driven framework for measuring and improving customer lifetime value, including predictive analytics and behavioural insights.
• Develop strategies for onboarding, engagement, retention, renewal, and win-back.
• Lead the lifecycle communication strategy, ensuring timely, relevant, and personalised interactions through digital and human channels.
• Identify and quantify repeat or avoidable contact, leakage points, and service gaps affecting retention or satisfaction.
• Partner with Operations to reduce unnecessary telephony demand and cost drivers while improving customer experience.
• Build a roadmap of initiatives that deliver both customer benefit and operational savings that can be delivered in partnership with Operations and Platforms.
• Utilise and lead CLV dashboards, predictive models, and performance tracking to inform decision-making at executive level.
• Use insight to influence product enhancements, service design, digital journeys, and communications.
• Monitor important metrics such as retention, contact demand, engagement, and cost-to-serve.
• Build and lead a high-performing team of lifecycle managers.
• Influence senior stakeholders and guide executive decision-making with compelling evidence and narrative.
• Foster a culture of customer obsession, continuous improvement, and outcome-based delivery.

Requirements

• Demonstrable senior leadership experience in Customer Experience, Lifecycle Management, Marketing, or Digital Transformation.
• Strong commercial savvy with ability to run CLV models, forecasting, and business cases.
• Expertise in identifying and reducing failure demand and cost drivers.
• Deep understanding of customer journey optimisation, behavioural insight, and data-guided decision-making.
• Ability to translate strategy into actionable roadmaps and measurable outcomes.
• Experience in regulated industries (e.g., financial services) preferred.

Benefits

• Flexible working options