Job Description Summary

Got a passion for driving sustainable change and improvement?
We’re looking for an insightful problem solver to join our Customer Services Strategy and Innovation team

If that sounds like you, and you’ve taken a career break for at least 18 months, then you’re eligible to apply for this Returners role.


Why the Lloyds Banking Group Returners Programme?

Unlike with some other Returner Programmes, this is the offer of a permanent role in a supportive working environment from day one. Since our award-winning programme was launched eight years ago, we’ve hired more than 120 passionate professionals back into leadership roles.

We expect this role to work in a hybrid way, flexing between working from home and a local office. We recognise that in order to attract the best people we need to be flexible – that ‘normal’ office hours aren’t always doable! Whilst we can’t accommodate every flexible working request, we're happy to be asked.

We welcome our Returners into teams where we're committed to help build your workplace expertise. We’ll also provide a 16-week programme of additional wrap-around support crafted to restore skills and help you step back into your career.

Job Description

Purpose of the role

With c11,000 colleagues in Customer Services, we’re on a journey to build a diverse, highly skilled workforce that’s agile in its ways of working. We use insight from AI and smart machine learning to understand and take ownership for our customers, whenever and however they need us. We’re proud of our people, with a focus on collaboration and wellbeing for all.

As a Strategy and Innovation function, we work across the four key customer facing teams and customer service centres of excellence. We’re passionate about innovation and driving the future direction of such a large customer operation strategically.

So what does that involve?

We’re looking for a creative thinker to work across all our teams, who can create a comprehensive view of activity that will drive sustainable change and improvement to continually evolve our capability as a large customer facing function. Acting as a trusted advisor to partners across the organisation, the role will have significant visibility within the senior leadership team and will:

• Work with internal and external partners, establishing a network of contacts to gain insight and explore new and innovative solutions that solve problems for our customers.

• Lead and facilitate meetings with key partners to develop proposals and solutions for customers.

• Gather insights through internal MI, external benchmarking and research, completing analysis on this data to understand trends and identify areas for improvement.

• Ensure decisions are made at appropriate governance forums and committees by gaining agreement from senior leaders.

We'd love to see a number of the below aspects in your background

• Evidence in driving through positive change in an operational environment bringing colleagues along on the journey.

• Experience building relationships, engaging, influencing and challenging at all levels from service experts to senior executives.

• Operational data analysis and applying structure and logic to form solutions and recommendations that drive positive change for our colleague and customers.

• Insightful problem solving; using business knowledge and experience to see commercial opportunities across a range of topics.

What we want to see in your style

You enjoy working in a fast paced, collaborative environment with a hardworking and dynamic team

You’re highly motivated, comfortable handling your own workload and proactively balancing multiple priorities.

You have a gift for clear communication to explain findings. Getting the balance right between providing detail and keeping it simple, you’re confident working with senior executives.

You enjoy taking on hugely variable and exciting topics to support strategy development.

What we'll give you in return

In Customer Services we pride ourselves on our people, we're committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit.

We're an equal opportunities 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 and to perform in their role. 

This role is permanent with a regular salary and access to wide range of flexible benefits including private medical care and holiday buying.

We'll help you get up to speed quickly and provide you with challenges that make a difference to real lives; a positive opportunity to work alongside committed people who care about our customers.

So if you're ready to dust off those hard-won skills then apply today and see where the programme will take you...we'd love to hear from you.

Please send us a copy of your CV with a covering letter highlighting the skills and experience you’ll bring to the role, alongside details of your career break. Good luck!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

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.