Senior Manager, Customer Conduct & Product Governance

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Salary Range

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Job Description Summary

Job Description

JOB TITLE: Senior Manager, Customer Conduct & Product Governance

SALARY: £85,493 - £100,580

LOCATION(S): Edinburgh, Leeds, Halifax, Birmingham, Bristol

HOURS: Full time

WORKING PATTERN: Our work style is hybrid, which involves spending a minimum of two days per week, or 40% of our time at one of our Risk Hubs.

About this opportunity:

This is a unique opportunity to shape how millions of customers interact with their finances, and to help set the bar for good customer outcomes at a pivotal time in the Group’s strategic transformation.

The Customer and Product Policy team sets the guardrails for product design, servicing, monitoring and withdrawal, and is responsible for the customer policy guidance that supports good outcomes across the Group.

We’re seeking a Senior Manager in Customer and Product Policy to lead colleagues across the Group in translating regulatory requirements into clear, practical policy guardrails. The role will lead the design and embedding of product governance and fair value assessment tooling, provide expert guidance on product and customer policy interpretation, and drive a consistent, evidence-led approach to product lifecycle governance, conduct risk reporting and customer outcomes.

Key accountabilities:

• Provide specialist advice on Customer Conduct policy interpretation, including Consumer Duty, product governance and customer fair value requirements.

• Lead the design and embedding of product governance and fair value assessment tooling, ensuring the approach supports effective product lifecycle governance, clear policy compliance, robust MI and senior decision-making.

• Draft, maintain and support the roll-out of the Customer Conduct Policy and guidance, ensuring requirements are clear, practical and aligned to regulatory expectations.

• Advocate for customers by providing concise, commercially sensitive advice that supports compliant, customer-focused solutions.

• Lead monitoring and oversight of the customer conduct risk profile through the analysis of conduct and Product Governance MI, thematic reviews, governance reporting and board reporting. Provide independent oversight and challenge of 1LoD activities, including the identification, assessment, escalation and reporting of emerging conduct risks, customer outcome risks, Product Governance issues, policy implementation, management information and remediation plans.

• Interpret new and existing regulatory requirements accurately, anticipating the impact for product lifecycle governance, customer outcomes, controls and Group-wide policy standards.

• Provide constructive, business-focused challenge to Group projects and product areas, helping senior collaborators operate the Policy requirements   effectively and proportionately.

• Lead and coach Risk Specialist Managers and Assistant Managers, creating clarity on priorities and supporting delivery at pace.

• Use insight, data and documentary evidence to support senior decision-making and demonstrate how customer and product risks are being handled.

What you’ll need:

• Expertise in banking conduct regulation and policy requirements, including Consumer Duty, product governance, product lifecycle governance, customer fair value and associated customer outcome expectations.

• At least ten years’ relevant experience in financial services, including at least five years in customer conduct, or product governance roles.

• At least five years’ experience in a second-line risk or compliance role, providing independent oversight and effective challenge of first-line activity.

• Strong drafting skills, with experience preparing clear, concise reports, policies or guidance for senior audiences.

• Excellent collaborator management skills, with experience bringing colleagues on the journey and supporting compliant, practical outcomes.

• Ability to interpret complex regulatory requirements and translate them into language that is easy to understand and apply.

• At least three years’ line management experience,  leading and coaching colleagues, strong delivery standards.

• Confidence using evidence, insight, MI and data to support advice, challenge, governance reporting and senior decision-making.

And any experience of these would be really useful:

• Experience applying Consumer Duty or equivalent customer conduct requirements in insurance.

• Experience preparing or using conduct and product governance MI to monitor risk, identify themes and influence senior decision-making.

• Experience using data analysis to draw insights from a variety of sources.

• Experience of leading change in a function or embedding new tooling, standards or ways of working.

• Experience of working with product teams, risk teams or senior governance forums on customer outcome, product governance, fair value, risk appetite or control environment matters.

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

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!

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.