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Assistant Manager - Customer Understanding Analytics London, England

Lloyds Banking Group

Full Time London, England 48816 - 54240 GBP ANNUAL Today

Job description

End Date

Wednesday 20 September 2023

Salary Range

£48,816 - £54,240

Agile Working Options

Hybrid Working

Job Description Summary

Job Title: Assistant Manager, Customer Understanding
Team: Risk & Control Office - Business & Commercial Banking (BCB) and Corporate & Institutional Banking (CIB)
Location: London, Birmingham, Bristol or Edinburgh (salary outside of London £40,000 - £45,000)
Hours: Full Time
Working Pattern: Hybrid - two days per week at one of our Hub Offices

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

Job Description

About this opportunity

This is your chance to bring your experience of analysing data to gain meaningful customer insight to a bigger stage and help embed a new customer communications control framework across Business & Commercial Banking (BCB) & Corporate & Institutional Banking (CIB).

We put the customer at the heart of everything we do and this role provides an exciting opportunity to support and improve customer understanding, by providing insight and analysis across our communications estate.

As an Assistant Manager you’ll grow and learn in an environment that truly recognises the importance of good customer outcomes. This is vital work, ensuring that our signature actions under the Consumer Understanding pillar of Consumer Duty are brought to life across the business.

You’ll be part of the central Customer Understanding team that is dedicated to improving our customer communications estate across BCB & CIB, to support good customer outcomes.

We’re working on improvements across all communication lifecycle stages, including pre-launch customer research testing and central inventory capability, and we’re using artificial intelligence and automation tools to help get us there!

Day to day, you’ll be:

Analysing data from a range of sources (including complaints, speech analytics and customer 360 feedback) to gain meaningful insight on customer understanding of our communications.
Identifying trends that require further investigation and engaging with the relevant partners in the business to explore these.
Reporting on exceptions, agreed metrics and good / bad outcomes identified, along with any amendments made to communications as a result.
Proactively sharing findings and best practice.
Supporting business areas (Product, Digital, Delivery, Relationship Management) with the application of our customer communications guidelines and the selection of testing methods that are fit for purpose.

What you’ll need

Experience of analysing data from multiple sources, identifying themes and highlighting areas to be investigated.
Experience of building, managing and maintaining data queries, inputs and models to gain meaningful insights.
Strong stakeholder management and influencing skills.
A real passion for improving customer outcomes.

And any experience of these would be really useful:

Customer communications.
Banking products and services (particularly commercial banking products and services).
Consumer Duty regulation and/or other banking regulation (including Financial Promotions regulations).

We also offer a wide-ranging benefits package, which includes:

A generous pension contribution of up to 15%
An annual performance-related bonus
Share schemes including free shares
Benefits you can adapt to your lifestyle, such as discounted shopping.
28 days holiday plus Bank Holiday.
A range of wellbeing initiatives and generous parental leave policies.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative, and it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

Ready to start growing with purpose? Apply today.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. 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 keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

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.

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