Shape and evolve customer treatment and contact strategies that support customers facing financial difficulty
Ensure strategies are intuitive, effective and appropriate across channels
Use data, insight and emerging consumer trends to assess performance, adapt strategies and continuously improve outcomes
Work closely with Product, Credit Risk, Platforms and Customer Financial Assistance teams, acting as a subject matter expert and trusted partner across the organisation
Lead and develop a team of customer treatment strategy managers, setting clear direction, supporting delivery and building future‑focused capability

3+ years experience owning, shaping or influencing unsecured retail banking products or portfolios (e.g. Credit Cards, Personal Loans, Motor / Car Finance, Personal Current Accounts)
Demonstrable experience using data and MI to evaluate strategy performance, including customer outcomes, conduct, credit risk and commercial impacts, and translating insight into actionable strategy changes
Demonstrable experience working in cross‑functional environments, collaborating with Credit Risk, Operations, Customer Support, Platforms/Technology and Policy or Conduct teams
Strong strategic judgement, with the ability to balance customer outcomes, risk, regulatory considerations and commercial performance
Proven people leadership experience, leading and developing specialist teams (e.g. strategy, policy, analytics or product-aligned teams), with accountability for delivery and capability building

Senior Manager – Financial Wellbeing Strategy

Key skills