Associate Director, BCB Customer Experience & Insight Bristol, England
Lloyds Banking Group
Full Time
Bristol, England
56421 - 62690 GBP ANNUAL Today
Job description
End Date
Saturday 07 October 2023
Salary Range
£56,421 - £62,690Agile Working Options
Job Description Summary
We have an exciting opportunity as an Associate Director in our BCB Customer Experience (CX) & Insight team to lead in the design and management of CX programmes to understand and interpret client feedback and insight. This is critical in order to inform LBG's strategic initiatives and BAU investment, and to identify areas for improvement across the BCB businesses.
Job Description
Job Title: Business & Commercial Banking Customer Experience & Insight manager
Salary: £56,421 to £62,690
Location: Bristol
Hours: Full time
Working Pattern: Our work style is hybrid, which involves spending at least 2 days per week or 40% of our time in our Bristol office.
About this Opportunity
The focus across the Business & Commercial Banking (BCB) CX & Insight team is to positively impact the experience our clients encounter across all the channel, product, service and people touchpoints they interact with.
To achieve this, the team is responsible for an array of important CX programmes which we design and run. These include our relational feedback programmes, client journey feedback across many product and service moments of truth, and delivering market research and external insight to help benchmark performance, inform business decisions, and drive actions amongst senior leaders.
As the CX & Insight team has become increasingly recognised for its deep level of insights and consulting capabilities, our remit is growing to better understand the end-to-end experience of client journeys as well as greater support to the overall research and design of new propositions and services.
In this role, you'll work closely with other team members to manage the CX programmes and engagement required across BCB as well as owning the BAU roadmap for research and insight required to help measure and respond to customer experience across the BCB business. This is an exciting opportunity to be at the forefront of the need to plan and standardise research methodologies, insight capabilities, analytics and data visualisation techniques across BCB.
You will have
- The opportunity to work on projects that inform key strategic decisions and continued exposure to leadership across BCB.
- The continuous development of your skills, particularly in data analysis & data visualisation tools (such as Tableau/Power BI and Qualtrics)
- Exposure to a wide array of business functions across relationship, operational services, digital and products.
- Job satisfaction and purpose with a role aligned to advocating for client needs and improvements.
What you’ll need
- Willingness to work in a project focussed environment, able to succeed under pressure, managing multiple priorities within tight timescales. Working with a high level of integrity and attention to detail.
- An interest in driving improvements through insight and identifying pain points with suggestions for appropriate recommendations for action.
- A hunger to learn research and technical skills and an ability to adapt to changing technical and methodological requirements. Able to interrogate and interpret commercial and client data and translate into useful insight.
- A passion for learning new skills, particularly around data manipulation, data analytics, data visualisation and ultimately concise insight reporting and storytelling.
- Being a strong teammate with the ability to make informed decisions on behalf of management when required.
- Excellent communication skills, verbally and in writing with ability to quickly produce quality reporting.
- Appetite and confidence to work with senior management and key external agencies and drive valuable conversations during meetings.
- A base knowledge of the financial services industry, in particular how a commercial bank operates and the products and services provided across all client segments.
About us
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.
About working for us
Our focus is to ensure that 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 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.
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
- 30 days holiday with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
Ready for a career where you can have a positive impact as you learn, grow and thrive?
Apply today and find out more
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.
