Head of Customer Solutions

End Date

Tuesday 11 November 2025

Salary Range

£124,653 - £146,650

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

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Job Description

JOB TITLE:  Head of Customer Solutions.

SALARY:  £124,653pa to £146,650pa plus an extensive benefits package.

LOCATION:  London.

HOURS: 35 hours, full time.

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at the London hub.

We’re on an exciting journey to transform our Group and the way we shape finance for good. We’re focusing on the future—investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone, including you! 

Are you passionate about having a role that plays a key part in helping to build a growing UK economy? Current Account and Overdrafts is at the heart of our growth strategy supporting our mission to provide the best products for our UK customers.

Want to hear more?

We’re heavily investing in our products and teams, to deliver on our purpose of Helping Britain Prosper. We want someone who is open, collaborative, driven, commercial and has an agile mentality who can lead a diverse team whilst having fun along the way! Lead the Customer Solutions for Overdrafts team to drive commercial results and ensure positive customer outcomes.

Role accountabilities:

• Deliver the commercial revenue and product budget targets.

• Deliver the customer volume targets.

• Develop, shape and deliver the commercial objectives for the business, setting stretching P&L goals, managing performance and leading major strategic change from inception to execution.

• Ownership of the risk decisions and expert regulatory knowledge to deliver products that meet regulations such as Consumer Duty.

• Responsible for managing risk and controls to identify, assess, monitor, and mitigate risks in alignment with policies and regulations.

• Ensure solutions prioritize mobile accessibility, personalize experiences, and contribute by implementing the consumer relationships strategy.

• Understand the product market, demonstrating clear understanding of customer, market, conduct, regulatory and competitor trends.

• Deliver product changes aligned to deliver the commercial results of the organisation.

• Partner with Product teams to deliver solutions for our customers, that meet the commercial and customer needs prioritised.

• Own the product strategy, vision and, in collaboration with the product owner, set the roadmap for delivery.

• Coordinate the Quarterly Business Review and business planning cycle to lead all aspects of roadmaps that deliver for customers and the business.

• Encourage, build and lead a successful team, developing a capable team through stretching performance objectives, feedback and mentoring and address any emerging colleague issues.

What you’ll need

• Customer focused.

• Financial Services experience, ideally from Overdrafts/Loans/Current Accounts background.

• P&L experience.

• Product strategy, innovation & delivery.

• Knowledge of regulatory environment.

• Experience of operating at a Senior Level and leading large teams.

About working for us

Our focus is to ensure we are 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 is why we especially welcome applications from under-represented groups. We are disability confident. So, if you would like reasonable adjustments to be made to our recruitment processes, just let us know.

So, if you are excited by the thought of becoming part of our team, get in touch. 

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.