Segment & Propositions Manager

Overview

In this role you drive delivery and performance for a priority Later Life customer segment, turning insights into concrete actions across product, proposition, marketing and journeys. You will coordinate cross‑functional delivery to improve customer outcomes and measurable business impact. You join a team shaping propositions and customer journeys to support growth and engagement across the Group. This is a chance to influence strategic priorities and deliver tangible improvements for customers and the business.

Pay / Benefits

• Generous pension contribution up to 15%
• Annual bonus award subject to Group performance
• Share schemes including free shares
• Discounted shopping benefits
• 30 days’ holiday plus bank holidays
• Wellbeing initiatives and generous parental leave policies

Responsibilities

• Drive performance across retention, engagement, balances, income and customer outcomes
• Use customer, commercial, behavioural and market insight to identify opportunities and support evidence-based decisions
• Support the development and delivery of strategic roadmaps with measurable outcomes
• Shape propositions, journeys and engagement activity to improve customer and commercial performance
• Coordinate delivery across multiple teams and disciplines, removing barriers to execution
• Champions inclusive and responsible customer outcomes, embedding accessibility, vulnerability and digital inclusion in delivery

Key requirements

• Business & Commercial Insight
• Critical Thinking
• Customer Centricity
• Data Literacy
• Managing Key Relationships
• Risk Management
• Financial services or regulated industry experience
• Proposition development or customer journey design or customer experience improvement
• Experience delivering performance improvement initiatives across large organisations
• Knowledge of customer segmentation, retention or engagement strategies
• Experience balancing commercial objectives with customer and conduct outcomes

• Stakeholder engagement
• Cross-functional collaboration
• Analytical thinking
• Data Literacy
• Interpretation of customer and commercial data
• Governance, risk and control frameworks

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