Digital Customer Experience Assistant Manager

£28,332 - £36,770
18 Oct 2021
31 Oct 2021
Full Time
Contract Type

At Lloyds Banking Group, we're motivated by a clear purpose - to Help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities.
We're seeing the unprecedented changes in the banking sector brought about by shifts in technology, our customers' changing preferences and the evolving regulatory environment. So we're adapting, innovating and responding at pace to ensure we can continue become the best bank for customers.

As Digital Customer Experience Assistant Manager, you'll support the delivery of online customer journey changes for the investment products to improve customer experience and increase engagement. To successfully deliver improvements, you'll need to work alongside numerous partners from across the group including Group Transformation, Marketing, Risk and the operational and IT teams within Stockbroking.

We're looking for people with excellent organisational, interpersonal and delivery skills, along with the ability to communicate and influence a wide range of key partners. It's all about bringing together your knowledge of great customer experience and a commercial mind set to deliver innovative improvements and solutions. You'll need to be creative and have a good track record of analysing customers' needs and behaviours and turning them into sound recommendations which you'll see through to delivery.

Our team works our out of our Leeds hub therefore we'll need you to be based a commutable distance from this area. We work in a hybrid model, splitting our time between 1-2 days in the office and 3-4 days working from home.

Some of the activities you'll be involved in are:

  • Support implementation of initiatives and activities that transform customer journeys

  • Ensuring a collaborative approach across a broad range of partners

  • Build relationships with Transformation, Products, eCommerce and Marketing to help deliver customer experience improvements

  • Support the delivery of commercial objectives for Stockbroking

  • Support the delivery of Net Promoter Score improvements and reduction of complaints

  • Analysis of performance and MI, with ability to shape insight into proposals for future development


Key competencies, knowledge & skills we're looking for are:

  • Excellent interpersonal skills and experience of partner and relationship management

  • Influences with integrity

  • Experience of supporting end-to-end change delivery

  • Working at pace to deliver improvements to our customers

  • Clear analytical thinking and communication

  • Strong commercial mind set

  • Driven to 'step up' and take on extra responsibility without being asked

  • Thrives in an open, upbeat, collaborative and innovative environment - and genuinely promotes this culture

  • Specialist product and technical knowledge within one or more of the following is beneficial but not essential: Investments, Stockbroking, Pensions, Protection or Wealth


So what can we offer you in return?

In line with our strategy to be the Best Bank for Colleagues, we encourage a culture of professional development. You'll have numerous opportunities to stretch and develop beyond core role responsibilities. In addition, recognition for colleague contribution and performance is an extremely meaningful element of our colleague charter. You'll be rewarded with excellent benefits, personal development and a career that's enriching and full of opportunity!

As well as a competitive salary, you'll receive:

  • A Discretionary Performance Share Award

  • Generous pension contribution

  • 28 Days leave plus bank holidays

  • A flexible cash pot (4% of base salary) to spend on benefits

  • Private health cover

  • Share Schemes


In return for your expertise, we'll help you perform at your best today, so you can fulfil all your potential in the future.

We're an equal opportunity employer and deeply value diversity within our organisation. We'll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Together we make it possible.

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