118 118 Money
Head of Existing Customer Management
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About Us
At 118 118 Money, we are dedicated to helping Britain achieve financial fitness. In 2023, we proudly relaunched the iconic 118 118 twins, reaffirming our commitment to improving the financial health of individuals across the nation.
Our loans and credit cards are designed specifically for those often overlooked by mainstream lenders, empowering over 800,000 customers on their journey to better financial well-being.
Our vision is to champion financial fitness throughout Britain by offering accessible products, valuable resources, and unwavering support. We are on a mission to provide fair and transparent credit solutions that promote financial well-being for all.
With an impressive 4.8 Trustpilot rating, we take pride in being an approachable lender, ready to provide clear financial support. If you’re inspired by what you’ve read and want to make a real difference in people's lives, keep reading - your next opportunity to contribute to our mission could be just a few clicks away!
What you’ll do
You will own existing customer management for our credit cards portfolio, shaping how we grow and support customers throughout their time with us. This is a genuine ownership role: you will set the strategy for credit limit increases, balance transfers, money transfers, promotional offers, persistent debt and the wider customer lifecycle and you will see it through from analysis to implementation.
You will be hands-on with the data, building your own analysis and turning it into clear recommendations for senior stakeholders.
Reporting to the Head of Cards and with close support from the Director of Customer Growth, you will have direct access to decision-makers and the autonomy to drive real change. You will be part of a small but growing Commercial team focused on meeting the business's growth objectives while improving customer outcomes.
Key responsibilities and objectives
- Own the existing customer management strategy across the cards portfolio, covering credit limit increases and decreases, balance transfers, money transfers and promotional offers.
- Design, test and optimise credit limit increase programmes, balancing growth, risk and customer outcomes and ensuring affordability and Consumer Duty considerations are built in from the start.
- Develop and manage balance transfer and money transfer strategies, sizing the opportunity, setting pricing and eligibility and tracking performance against plan.
- Lead our persistent debt strategy, identifying customers at risk, designing interventions and ensuring we meet our regulatory obligations while supporting customers towards better outcomes.
- Build and maintain a customer lifecycle view of the portfolio, from activation and early engagement through to retention, identifying where value is created and where customers need support.
- Conduct your own analysis end-to-end, from data extraction through to insight and present findings and recommendations to senior stakeholders, including ExCo and committee audiences, to drive business change.
- Track the commercial performance of existing customer initiatives, measuring revenue, utilisation, delinquency and profitability impacts by segment and campaign.
- Work closely with credit risk, finance and operations to take strategies from proposal through governance and into live execution.
- Stay up-to-date on industry trends and regulatory developments affecting existing customer management and bring new ideas, techniques and tools into the business.
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What you need
- 5+ years of experience in consumer lending, ideally in existing customer management, portfolio management, or a credit strategy function within cards.
- A track record of owning strategies end-to-end, from identifying the opportunity through to implementation and measurement.
- Deep proficiency in SQL for large-scale data extraction and manipulation; experience with cloud data warehouses (Snowflake or similar).
- Proficiency using Excel and other Microsoft software.
- The ability to construct a coherent analytical narrative from complex, multi-dimensional data and present it clearly and confidently to senior, non-technical audiences.
- An understanding of how to use AI in combination with the above skill set to deliver timely and accurate results that the business can rely on.
- Comfort operating as an individual contributor with senior-level ownership: self-directed, hands-on and able to prioritise in a fast-moving environment.
- An aptitude for getting to the bottom of a particular problem, breaking it apart and understanding it, before designing and implementing a solution.
- A collaborative approach and the confidence to influence stakeholders across the business.
- Working knowledge of persistent debt rules, Consumer Duty and wider FCA requirements for credit cards is a meaningful advantage.
What's in it for you?
- A competitive salary
- Flexible, hybrid working opportunities.
- Company bonus scheme - if the business does well, you should get rewarded for your hard work.
- 25 days annual leave, (plus bank holidays) increasing to 27 after two years service and 30 after five.
- Company pension scheme – we provide an enhanced pension scheme with generous employer contributions to set you up for the future which includes life cover of 4x your base salary.
- Eye test – you can claim a freebie each year, or if your needs change.
- Employee Assistance Programme - we offer membership to a recognised scheme to support you and your wellbeing.
- A strong ethos of equality, diversity, and inclusion.
- Wide business exposure, in terms of business disciplines, projects and stakeholders.
- Direct contribution to business transformation and growth.
- Huge learning and career progression opportunities.
- Being valued as an individual from our team.
- Full training, support and mentoring to develop a successful career in financial services.
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As a candidate, we know the interview process can be daunting and it’s important that you have a great experience with us. We will do all we can to make sure you are fully informed and excited by our story so we get to see the best from you. If you need any adjustments made to help you with the interview process, just let us know by emailing claire.hinson@118118money.com and we’ll do our best to accommodate them.
Following your application, we will want to learn more about you, your motivations, experiences and values. In turn, you get to learn about our business, our culture, the role and what we can offer you.
If you think you’d be great for the role, but don’t necessarily tick all the boxes, we’d still love to hear from you, so apply today and take the first step towards an exciting future!
Equal Opportunity Employer
At 118 118 Money we are passionate about equality, diversity, and inclusion. We are committed to being representative of different cultures, background, lifestyles, and groups, where everyone has an equal chance to succeed. It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment. We recognise that everyone has different needs and while we can’t accommodate every flexible working request we are more than happy to have a conversation about it.
How we handle your data
118 118 Money requires your personal data to process your application for a position within our Company. If your application is successful through to telephone screening/interview, and you are not selected for a role, we may store your personal data for 12 months to enable our HR team to contact you should future roles be advertised.
Where you apply, but are not selected for telephone screening/interview, we will delete your personal data once the position is filled.
118 118 Money does not use automated decisioning or profiling when selecting candidates.
For your rights under GDPR please see our Privacy Policy.
Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.
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