Product Lead, Customer Data and Platforms

Product Lead, Customer Data and Platforms London, Leeds, Manchester

LHV Bank Limited is a UK-licensed bank operating across three core business segments: Retail Banking, SME Lending, and Banking Services (BaaS). The bank is a wholly owned subsidiary of LHV Group, a listed financial services provider headquartered in Estonia. LHV Bank operates under a full UK banking licence granted in May 2023.

The Bank supports over 200 fintech clients with embedded financial infrastructure, provides retail savings products via digital channels, and offers SME credit solutions across the UK. In line with its regulatory responsibilities and growth ambitions, LHV Bank is committed to maintaining a robust and proportionate financial crime control environment.

Expanding our services, LHV Bank now provides personal banking solutions. Our offerings include current accounts with competitive interest rates, fixed-rate bonds for long term savings, and debit cards. Customers can conveniently access these services through the LHV App, enabling secure account opening and management.

Role overview Lead the strategy and delivery of the bank's customer data, CRM and customer operations platforms, including AI supported customer service. Improve customer data quality and consistency, and ensure platforms and processes are scalable, well controlled and clearly owned.

Own product direction, the domain roadmap and customer data requirements, working with Engineering, Data and business owners on design and delivery. Lead and develop the Product Manager and Business Analyst, delegating platform prioritisation and continuous improvement to the PM and requirements analysis and delivery support to the BA.

Work closely with Engineering, Data, Compliance, Risk and Customer Operations. Deliver agreed data and platform dependencies for AFC, segment onboarding, Single Customer View (SCV), tax reporting and data retention programmes, while ownership of those areas remains with the relevant teams.

This is a hands on leadership role in a small bank, combining strategic direction with practical delivery through clear delegation and effective partnerships.

Key accountabilities

• Own and deliver the domain strategy and roadmap, balancing customer needs, business value, regulatory requirements, risk and available capacity.
• Own the customer data model, requirements and quality standards, working with Engineering, Data and business owners to standardise definitions, control changes and prioritise improvements across business lines.
• Establish clear ownership, intake, prioritisation, processes and controls across the domain, managing and escalating risks within agreed authority.
• Embed relevant data protection, financial crime and Consumer Duty requirements into product design and delivery, working with accountable business and control owners.
• Lead the product direction and controlled adoption of AI supported customer service, agreeing use cases, monitoring, human escalation and fallback arrangements with relevant teams.
• Guide platform investment and lifecycle decisions, assessing whether to extend, buy, build, consolidate or retire solutions based on evidence, cost, risk and long term value.
• Define and monitor measures of data quality, platform adoption, customer outcomes and operational efficiency, using findings to prioritise improvements and assess supplier performance.
• Build alignment across business lines, technical teams and senior stakeholders, securing agreement on priorities, investment and dependencies, including potential group wide harmonisation or migration.
• Lead and develop the PM and BA, setting clear expectations, delegating responsibility and coaching them to deliver agreed outcomes.

Experience

• Experience owning a product area and roadmap, applying discovery, prioritisation and outcome measurement to deliver measurable improvements.
• Experience leading and developing people through effective delegation, coaching and clear accountability.
• Ownership of a CRM or customer operations platform in a regulated environment.
• Strong understanding of customer data models, quality, integrations and change control, with sufficient technical confidence to challenge proposals and assess trade offs with Engineering and Data.
• Practical experience applying UK financial services and data protection requirements to customer data or customer operations products.
• Experience establishing clear ownership, prioritisation and governance across teams, and influencing senior stakeholders across business, technical and control functions.
• Evidence of balancing strategic priorities with hands on delivery in a changing environment with competing demands and limited resources.
• Experience with AI supported customer service or automation.
• Experience of data migration or group wide harmonisation.

Some of our benefits (only applicable to UK based roles not Internship programmes)

• Competitive salary &lots of opportunities to learn, grow and progress professionally.
• Open and inclusive culture.
• Fantastic offices and great working environment.
• Vitality Health Plan (includes private health insurance, travel insurance, gym discounts)
• Life assurance - 4 x salary.
• Income protection insurance - 75%
• 28 days holiday plus 3 additional days, & further days for various key life events as well as the opportunity to sell up to 5 days per calendar year.
• Swappublic/bank holidays each year for alternative days that align with your personal, cultural, or religious observances.
• Enhanced family friendly and family forming policies.
• Access to a wide range of retail discounts .
• Team Socials.

LHV CANDIDATE PRIVACY NOTICE 1. INTRODUCTION AND SCOPE

We, LHV Bank Limited, with our registered office at 1 Angel Court, London, EC2R 7HJ are the relevant data controller responsible for your personal data. We are registered with the Information Commissioner's Office. This Candidate Privacy Notice explains how we and our Group companies collect, use, and protect your personal data during the course of the application and recruitment process.

This Notice applies to all job applicants located in the UK.

You should read this privacy notice carefully. If you have a question about the contents, please e-mail us at , or write to us at LHV, One Angel Court, London, EC2R 7HJ, or call us on .

If you want to contact our Data Protection Officer (the "DPO"), email us at

2. WHAT PERSONAL DATA DO WE COLLECT?

Personal data means information which identifies you and relates to you as an individual. As your prospective employer, we will collect, use and store your personal data for a wide variety of reasons in connection with the application and recruitment process. We have set out below the main categories of candidate personal data which we process in connection with our recruiting activities on a day to day basis:

personal contact information (including your name, home address, personal telephone number(s) and personal e mail address);

work history and other relevant experience including information contained in your CV, cover letter or job application form;

education information including degrees awarded, transcripts and other information provided in support of the job application;

information collected during phone screenings and interviews;

information gathered during psychometric assessments, including reports generated from your responses, including insights into personality traits, cognitive abilities, and behavioural preferences;

details regarding the type of employment sought, desired salary, willingness to relocate, job preferences, and other information related to compensation and benefits;

reference information and information received from background checks (where applicable) including information provided by third parties;

information related to previous applications to us or previous employment history with us;

documents evidencing your right to work (including information about your immigration status where relevant);

date of birth;

gender; and

information gathered through our monitoring of our IT systems, building access records and CCTV recording in relation to your communications with us and attendance at our premises.

The majority of the personal data to be provided by you is mandatory in connection with our recruiting activities. Failure to provide mandatory personal data may affect our ability to accomplish the purposes stated in this Notice, including considering your suitability for employment and/or entering into an employment contract with you.

The list set out above is not exhaustive, and there may be other personal data which LHV Bank Limited collects, stores and uses in the context of the application and recruitment process. We will update this Notice from time to time to reflect any notable changes in the categories of personal data which it processes.

The majority of the personal data which we process will be collected directly from you. However, your personal data may also be provided to us by third parties, such as recruitment or executive search agencies, third party assessment providers, credit reference agencies, professional networking sites or other public sources such as LinkedIn, former employers, official bodies (such as regulators or the Disclosure and Barring Service) and/or medical professionals.

3. REFERENCES AND VETTING
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