Financial Wellbeing Director

at  Lloyds Banking Group

End Date
Friday 13 September 2024
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working
Job Description
Are you a mixologist who can combine the best of digital, tech and people to create experiences that care for our customers?
We’re looking for a seasoned Financial Wellbeing Director who can bring the best of our digital and human channels to our customers when they are experiencing financial difficulty. You will not only be the point person to regulators, politicians, charities and industry bodies. You’ll also be the leader that can set the vision for our Financial Wellbeing change delivery platform, and you’ll define the policies for how we support customers when they are in crisis.
It’s a tough job. One of our toughest. But it’s also one of our most rewarding. If we were playing Top Trumps, this job would be scoring near the top for impact, responsibility and profile.
Are you capable of rising to the challenge? And do you want to work somewhere that does right by its customers as well as its people and shareholders? Then this might be the role for you.

Responsibilities:

• You’ll collaborate widely to set the vision for how we help our customers when they get into financial difficulty. This will include leading the thinking for how we show up to make practical interventions for our customers on key macro trends, such as the cost of living crisis.
• You’ll be the face of the Group with regulatory, political and industry organisations. And you’ll be comfortable saying what we’re doing and why to help our customers who fall into financial difficulty. But prevention is better than cure, so you’ll also be a passionate advocate for Financial Wellness and how we can increase that across all of our 20m+ customers.
• You’ll lead a team of c320, including c80 people who design how we treat customers in financial difficulty in our own channels to treat our customers with fairness and empathy, whilst minimising the financial impact to Bank.
• You’ll also be the Business Platform Lead for the Financial Wellbeing Platform which designs the technology and journeys which drive our customer experience for those in financial difficulty. This will involve partnering with a technology lead to direct 240 colleagues and £20m+ of investment to maximum impact for our business and customers.
• We know that when someone is struggling it’s hard to talk about it. So, our self -service digital channel is critical to offer support to those that need help. You’ll be responsible for transforming these digital journeys, so they get used to the max and offer a practical, personal and meaningful experience for our customers.
• You’ll build transparent, honest and meaningful relationships across Consumer Lending, Finance and Credit risk teams.
• You’ll collaborate deeply with our large-scale human channel teams to ensure we effectively deliver assistance for our customers. This will involve continually enhancing journeys and processes to make them as efficient and empathetic as possible. And you’ll work together to support a top-notch customer facing team that delivers difficult experiences with empathy, balance and professionalism.

Key Capabilities, Knowledge, Skills And Experience

• Consumer Insight is your catnip. You’ll know that understanding what drives financial difficulty, and the huge spectrum of emotions that follow, will be critical for us to then develop empathetic and effective journeys for our customers.
• You’ll have deep and broad senior director experience at a Bank or other financial services company. You’ll use this experience to step back and maintain a fine balance between the commercial imperative to protect our business, the conduct and regulatory considerations, and the societal imperative to be fair to people and understanding of their circumstances.
• You’ll be an ace communicator: honest, open, clear and courageous. These qualities will enable you to build meaningful and influential relationships with senior people like our CEO, Group executive leadership team and external partners, as well as the frontline colleague doing the work in your team.
• You’ll know how many beans make five. And you’ll use this financial acumen to make robust financial decisions, sometimes under pressure.
• You’ll know how to authentically lead, and you’ll use this skill to build a team around you that is growing, learning and committed. The work is hard, so happy, resilient and supportive people will be the engine of positivity that delivers the right outcome for our customers during one of the most challenging times of their lives.

If all of this resonates, and you want a big job with big meaning, then please do get in touch to discuss.
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 bonus award, subject to Group performance
Share schemes including free shares
Benefits you can adapt to your lifestyle, such as discounted shopping & 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

• You’ll collaborate widely to set the vision for how we help our customers when they get into financial difficulty. This will include leading the thinking for how we show up to make practical interventions for our customers on key macro trends, such as the cost of living crisis.
• You’ll be the face of the Group with regulatory, political and industry organisations. And you’ll be comfortable saying what we’re doing and why to help our customers who fall into financial difficulty. But prevention is better than cure, so you’ll also be a passionate advocate for Financial Wellness and how we can increase that across all of our 20m+ customers.
• You’ll lead a team of c320, including c80 people who design how we treat customers in financial difficulty in our own channels to treat our customers with fairness and empathy, whilst minimising the financial impact to Bank.
• You’ll also be the Business Platform Lead for the Financial Wellbeing Platform which designs the technology and journeys which drive our customer experience for those in financial difficulty. This will involve partnering with a technology lead to direct 240 colleagues and £20m+ of investment to maximum impact for our business and customers.
• We know that when someone is struggling it’s hard to talk about it. So, our self -service digital channel is critical to offer support to those that need help. You’ll be responsible for transforming these digital journeys, so they get used to the max and offer a practical, personal and meaningful experience for our customers.
• You’ll build transparent, honest and meaningful relationships across Consumer Lending, Finance and Credit risk teams.
• You’ll collaborate deeply with our large-scale human channel teams to ensure we effectively deliver assistance for our customers. This will involve continually enhancing journeys and processes to make them as efficient and empathetic as possible. And you’ll work together to support a top-notch customer facing team that delivers difficult experiences with empathy, balance and professionalism