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Head of Customer, Payments & Scheme

Lloyds Banking Group
Chester, United Kingdom
Closing date
31 May 2024

Job Details

End Date
Thursday 30 May 2024

Salary Range
£101,932 - £119,920

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

Flexible Working Options
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Job Description Summary
Lloyds Banking Group is the UK’s leading bank with over 30m customers and its biggest digital bank, with over 18 million active online customers.

We’ve placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years.

We serve millions of customers every day, from individuals and families to large businesses and corporations. This means we’re well - placed to help Britain prosper by shaping the way we spend, save and borrow.

Job Description

JOB TITLE: Head of Customer, Payments & Scheme

LOCATION(S): Chester

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least

two days per week, or 40% of our time in the office.

About this opportunity

We're seeking a leader for our Customer, Payments & Schemes team to elevate customer interactions, streamline payments, and optimise our new Visa partnership.

As a direct report to the Card Managing Director, you'll be pivotal in setting standards for customer communications, touch points throughout the lifecycle and across Platforms, ensuring our services exceed expectations in a mobile-first world and bringing the voice of the customer to every meeting.

You'll ensure efficiency, effectiveness and security of payments, adapting to technological advances and emerging rails. You’ll also deepen our Visa partnership, acting as our senior liaison, building relationships and leveraging the new contract to benefit our offerings and strategy.

We need someone versatile, customer-focused, and strategic about payment networks and partnerships. Join us to drive innovation and strengthen our market position.

Leads a brand, product, channel or function, shaping operating models, influencing key stakeholders and contributing to broader strategic planning and business decision making by providing insight, control and thought leadership.

Key responsibilities:
  • Champion a customer-centric approach, ensuring that our customers are at the heart of everything we do.
  • Drive our mobile-first agenda, crafting a seamless and coherent experience across the customer lifecycle.
  • Bring design thinking to the forefront, conducting customer research and testing to inform our strategies and enhance user experiences.
  • Working across platforms, PCA and other teams, to develop innovative experiences that resonate with our customers.
  • Key role in amplifying the voice of the customer in all decision-making processes, ensuring their feedback shapes our products and services.
  • Accountable for overseeing the Group Customer Dashboard, complaint management, and reimagining customer journeys through initiatives such as mystery shopping and customer research.
  • Shape the future agenda in collaboration with Customer Relationships.
  • Represent Cards business at influential forums, covering topics ranging from the future of Open Banking to digital innovation and the regulatory environment and much more.
  • Collaborate closely with payments specialists across the Group.
  • Maximise the strategic relationships with Visa and Mastercard to drive value for our Cards business and beyond.
  • Oversee the deployment of scheme funds for modernisation initiatives, ensuring that resources are allocated effectively to deliver anticipated value.
  • Maintain accountability for scheme compliance, ensuring that our operations meet the highest standards of regulatory and industry requirements.

What you'll need
  • Experience and proven track record of driving future business, driving meaningful change, and delivering exceptional value to customers.
  • Experience of managing financial budgets with associated planning and delivery of required targets.
  • Significant experience, engaging with senior business leaders to understand long-term strategic challenges and implementing strategic business plans/solutions to deliver long-term goals
  • Solid knowledge and experience of d eveloping tactical plans for optimisation of resources and assets managed within a given area or department
  • Strong background of managing successful teams - including personally investing in the growth of own and others' capabilities, through mentoring and other informal methods.
  • You'll have a real passion for customer experience.
  • You'll have gained previous experience of payments innovation.
  • Cards background would be desirable.

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 performance-related bonus
  • 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

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.


We’re creating an organisation that attracts, retains and develops the best talent in the industry, and one that openly embraces diversity too. But more than that – we want to be a great place to work.

We invest in our people, offering the best training and coaching, and by encouraging them to contribute to our leading corporate and social responsibility practices.

We offer flexible working hours and days, under our Work Options scheme. This means that you can have a challenging and rewarding career, and still have an ideal work/life balance.

Flexible working is at the heart of our strategy. We’re re-imagining where, when, and how our people work, with new approaches designed to meet the ever-changing needs of customers and colleagues. These include increasing our use of remote-working tools and technology, as well as placing less reliance on a 9-to-5 mindset. For many of our office-based colleagues, we work in hybrid ways which involves spending at least two days per week or 40% of their time at one of our office sites.

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