Segment & Propositions Manager

End Date Monday 31 August 2026

Salary Range £61,344 - £68,160

We support flexible working -

We're looking for a TWO (2) highly motivated Segment Managers to help drive the delivery, performance and customer experience of a priority customer segment. You'll turn customer and commercial insight into clear actions, lead delivery across product, proposition, marketing, journeys and servicing teams, and track the impact of activity on customer and business outcomes.

SALARY: £61,344 - £68,160 pa

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

HOURS:

35 hours per week

WORKING PATTERN:
Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of our office sites.

Help shape the future experience of one of our most important customer segments. We're looking for two Segment Managers to join our Consumer Segment Function and help deliver better outcomes for Later Life customers. This customer group plays a significant role in the Group's growth, retention and engagement ambitions, and you'll have the opportunity to influence propositions, customer journeys and strategic priorities that make a real difference.

Working across the Group, you'll combine customer insight, commercial understanding and proposition development expertise to identify opportunities, shape recommendations and drive delivery. You'll work with colleagues across product, digital, marketing, servicing, finance and risk teams to ensure activity remains focused on what matters most to customers and delivers measurable business outcomes.

• Drive performance across key measures including retention, engagement, balances, income and customer outcomes.
• Use customer, commercial, behavioural and market insight to identify opportunities and support evidence-based decision making.
• Support the development and delivery of strategic roadmaps, ensuring priorities translate into clear actions and measurable outcomes.
• Shape customer propositions, journeys and engagement activity that improve both customer and commercial performance.
• Coordinate delivery across multiple teams and disciplines, maintaining momentum and removing barriers to execution.
• Champion inclusive and responsible customer outcomes, ensuring accessibility, vulnerability and digital inclusion considerations are embedded throughout delivery activity.

• Business & Commercial Insight:
  You'll use customer, market and commercial insight to understand performance drivers, identify opportunities and support decisions that improve customer and business outcomes.
• Critical Thinking:
  You'll analyse complex information, assess options and translate insight into practical recommendations, creating clarity for stakeholders and supporting informed decision making.
• Customer Centricity:
  You'll demonstrate a strong understanding of customer needs and use those insights to shape propositions, journeys and engagement activity that improve customer experiences and outcomes.
• Data Literacy:
  You'll be comfortable interpreting customer and commercial data, identifying trends and generating insights that support proposition development and performance improvement.
• Managing Key Relationships:
  You'll build effective relationships across multiple teams, coordinating activity and influencing stakeholders to deliver agreed outcomes in a complex organisational environment.
• Risk Management:
  
  You'll confidently operate within governance, risk and control frameworks, helping ensure strong customer, conduct and commercial outcomes.
• Experience:
  
  Any experience of this would be really useful:
  Financial services or regulated industry experience. Proposition development, 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.

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society…