Conversation Designer

£53000 - £69400 per annum
24 May 2022
07 Jun 2022
Full Time
Contract Type

Lloyds Banking Group is the UK's leading bank with over 30m customers and we're the biggest digital bank, with over 18 million active online customers. We've placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers. This is backed by significant investment in our platforms and people over the next three to five years

Passionate about design and want to hear more?

In this role you'll help drive our strategic approach to the creation and delivery of content and conversation across all channels and brands. You'll develop and deliver holistic content plans for the area you work within, factoring in the desires of the customer and the business.

The specific area of focus for this role will be on the copy/tone of voice/brand personality for the virtual assistant's conversational flows available through the mobile app to the group's retail customers. You'll work with colleagues within the team and across the group to look for insights and opportunities to refine existing and develop new conversational flows to support new and ongoing customer/business needs.

You'll do this by:

  • Speaking the same language as our customers

  • Keeping a focus on customer needs

  • Making decisions based on data

  • Setting key measures up front

  • Actively seeking opportunities to collaborate and share knowledge

You'll be part of a cross-functional project team and responsible for design elements, from design thinking right the way through to deployment, autonomously and sometime under the guidance of senior colleagues. Whether it's contributing to workshops, advising on how to do this properly or responding to research, you should be a design advocate and understand how to apply design principles.

Having a content strategy helps us to :

  • Provide consistency in the way we have conversations with customers across divisions, labs and feature teams.

  • Demonstrate and share standard methodologies across divisions.

  • Spot opportunities to continue customer conversations when they're relevant across our business.

About you;

You'll have demonstrable experience in a UX based/ content design writing role. The ideal would be with conversational interface experiences, ie chatbot or voice bots. You'll have a growth mindset, comfortable working in a fast-paced agile environment, problem-solving and iterating.

Additionally you'll be flexible in your approach and collaborative. You'll make decisions based on data and customer research and will have a real focus on customer needs (human-centred) and customer experience.

You'll also receive a package that includes;

  • Competitive salary

  • Discretionary bonus

  • Cash sum of 4% which you can exchange for a variety of benefits or simply take the cash

  • Private Medical Insurance

  • Pension, where we'll give up to a max of 15%

  • Share plans

  • 30 days holiday (plus public holidays)

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Are you interested in joining us? Apply today as we'd love to hear from you.

Together we'll make it possible...

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