George Cairns
Head of Product Communications @Lloyds Banking Group
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WORK HISTORY
Head of Product Communications @Lloyds Banking Group
City Of Bristol, GB
Enterprise leadership role accountable for the ownership, operation and transformation of the Group’s core customer communications capabilities, enabling clear, timely and trusted engagement across regulated service, operational and marketing interactions.• Own end-to-end product, operational and technology accountability for the Group’s primary customer communications channels (Email, SMS, Print & Mail, Digital Inbox), supporting critical, high-volume customer journeys where clarity, accuracy and confidence are essential.• Responsible for the safe, compliant and resilient delivery of over 1.5 billion customer communications per year, operating within a highly regulated environment where operational resilience, customer trust and service continuity are paramount.• Lead the modernisation of legacy communications platforms, transitioning channels to cloud-based architectures to improve scalability, resilience, observability and cost efficiency.• Drive continuous improvement of customer experience across communications, ensuring messages are timely, relevant, accessible and aligned to customer preferences and digital-first engagement strategies.• Partner closely with engineering, architecture, operations and risk functions to strengthen platform resilience, reduce single points of failure and improve incident response and recovery capabilities.• Lead and develop multidisciplinary teams across product, engineering, operations and suppliers, embedding clear ownership, performance management and outcome-led delivery across all channels.• Govern supplier and partner ecosystems, ensuring robust service levels, compliance, security and value for money across high-volume communications operations.
EDUCATION
University of Warwick
BSc, Computer and Business Studies
University of Glasgow
MSc, Enterprise & Business Growth
CIM | The Chartered Institute of Marketing
Professional Diploma, Marketing
Intercommunity School Zurich
IB, International Baccalaureate
SKILLS
ABOUT GEORGE CAIRNS
Innovation Collaboration 🤝 Business Results As a seasoned professional, I bring a unique skill set in leading product, marketing, commercial and operational controls throughout a range of UK, European and international ventures. I am confident in building and deploying effective and strategic business cases, positioning businesses to scale through the implementation of robust frameworks, optimised GTM initiatives and a scalable multi-product portfolio. Being at the forefront of innovation, technology transformation, and change management are challenges that I relish, and whilst I am always mindful of business sustainability, I am equally forward-looking and develop executive business cases to leverage new opportunities in revenue diversification and technology disruption. Showcasing a deep understanding of consumer behaviour and emerging market trends, I spearhead innovative marketing campaigns that resonate with audiences worldwide and drive tangible business outcomes.As a strategic leader, I thrive on building collaborative relationships and fostering a culture of creativity, accountability, and excellence within my teams. By leveraging each individual\'s unique strengths and fostering an environment of continuous learning and growth, I ensure marketing is seen as a crucial business partner and utilise my exceptional influencing and negotiation capabilities to obtain senior-level support for company initiatives.I am keen to connect with like-minded individuals and industry leaders, feel free to contact me directly through LinkedIn and add me to your contact list. I look forward to connecting with you.
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