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
02.2025 - 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
10.2023 - 02.2025
- 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
01.2017 - 10.2023
- 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
01.2014 - 01.2017
- 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
11.2011 - 12.2013
- 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
05.2013 - 09.2013
BA Archaeology
University of Sheffield
09.2007 - 07.2011
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
02.2025 - Current
Consumer Growth Operations Manager
Lloyds Banking Group
10.2023 - 02.2025
Mortgage and Protection Manager
Lloyds Banking Group
01.2017 - 10.2023
Mortgage and Protection Adviser
Lloyds Banking Group
01.2014 - 01.2017
Certificate in Mortgage Advice and Practice
London Institute of Banking and Finance
05.2013 - 09.2013
Banking and Savings Consultant
Nationwide Building Society
11.2011 - 12.2013
BA Archaeology
University of Sheffield
09.2007 - 07.2011
Similar Profiles
Ankita CampbellAnkita Campbell
Manager, Deloitte USI at Banking and IM - Lloyds Banking Group and Index VenturesManager, Deloitte USI at Banking and IM - Lloyds Banking Group and Index Ventures
Nishant RamNishant Ram
IT Project Manager at American Express, Lloyds Banking Group, Royal London GroupIT Project Manager at American Express, Lloyds Banking Group, Royal London Group
Jaimeen Kameshwara VinjamuryJaimeen Kameshwara Vinjamury
Elearning Developer and Instructional Designer at Lloyds Banking GroupElearning Developer and Instructional Designer at Lloyds Banking Group
EWAN CURLEEWAN CURLE
CS ADMINISTRATOR at SCOTTISH WIDOWS (LLOYDS BANKING GROUP)CS ADMINISTRATOR at SCOTTISH WIDOWS (LLOYDS BANKING GROUP)
Faisal JahangirFaisal Jahangir
Customer service advisor at Currys PC WorldCustomer service advisor at Currys PC World