Rob Graham
Sheffield
Summary
Dynamic and inspiring leader with a proven track record in driving customer-centric, sustainable growth. Demonstrates a proactive approach as a Consumer Duty SME, excelling in operational resilience and journey design. Skilled in oversight of risk controls and stakeholder engagement, with excellent communication and strategic influence.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work history
Consumer Growth Journeys Manager
Lloyds Banking Group
Sheffield
2025.02 - Current
- Design and oversight of the following critical journeys: Consumer Duty, vulnerable customers, abusive customers and complaints
- Designed vulnerable customer face-to-face journey, resulting in 100% reduction in negative NPS commentary
- Combined Home and Relationship Vulnerability Framework, resulting in "gold standard across CE" feedback from SME stakeholders
- Consumer Duty SME knowledge, piloting successful completion of CD Harms Assessment, with all indicators currently green
- Designed Lend a Hand/Family Boost Digi First journey resulting in 4 FTE saving
Consumer Growth Operations Manager
Lloyds Banking Group
Sheffield
2023.10 - 2025.02
- Created Home Change & Operations risk control operating model framework, operating majority of controls personally: service provision catalogue, shared drive/Sharepoint/Teams recertification, RBAC/RBAM and record keeping. Achieved "Fully Effective" grading for 100% of above Controls (2024)
- Created Home (Feb '24) and Consumer Growth (Dec '24) Service Playbooks alongside Planning, ensuring robust service tactics in place to support customers during peak demand periods
- Created successful IT escalation operating model, including single/multiuser incidents and quarterly IT Surgery, resulting in 21% reduction in incidents raised in H2 '24 vs H1 '24
Mortgage and Protection Manager
Lloyds Banking Group
Sheffield
2017.01 - 2023.10
- Led circa. 20% increase in commercial growth year-on-year across the team
- Insurance and Protection Executive Lead for 2023 - leading circa. 10% increase in commercial growth across wider team
- Exceeded Group target of 95% fair customer outcomes across team year-on-year
- Spent 70% of time coaching, focusing on inputs rather than outputs, creating a sustainable, customer-centric growth culture that pre-dated introduction of Consumer Duty
Mortgage and Protection Adviser
Lloyds Banking Group
Sheffield
2014.01 - 2017.01
- Writing Mortgage and Protection business across full range of products: Buy To Let, Residential, Product Transfer, Protection and Home Insurance
- Exceeded Group target of 95% fair customer outcomes year-on-year
Banking and Savings Consultant
Nationwide Building Society
Sheffield
2011.11 - 2013.12
- 100% adherence to telephony KPI measures year-on-year
- Exceeded sales referral targets by circa. 250% 2012 and 300% 2013
Education
Certificate in Mortgage Advice and Practice
London Institute of Banking and Finance
2013.05 - 2013.09
BA Archaeology
University of Sheffield
2007.09 - 2011.07
Skills
- Inspiring leader with proven track record of customer-centric, sustainable growth
- Proactive approach
- Consumer Duty SME
- Operational resilience
- Journey design
- Oversight of Risk Controls
- Stakeholder engagement
- Excellent communication and strategic influence, including presenting to senior leaders and written Forum Papers
Custom
Personal Information
Affiliations
- Running
- Cooking
- Sports
- Travelling
Timeline
Consumer Growth Journeys Manager
Lloyds Banking Group
2025.02 - Current
Consumer Growth Operations Manager
Lloyds Banking Group
2023.10 - 2025.02
Mortgage and Protection Manager
Lloyds Banking Group
2017.01 - 2023.10
Mortgage and Protection Adviser
Lloyds Banking Group
2014.01 - 2017.01
Certificate in Mortgage Advice and Practice
London Institute of Banking and Finance
2013.05 - 2013.09
Banking and Savings Consultant
Nationwide Building Society
2011.11 - 2013.12
BA Archaeology
University of Sheffield
2007.09 - 2011.07