Personalisation Strategy Manager - 12 Month Secondment London, England
Lloyds Banking Group
Full Time
London, England
61911 - 68790 GBP ANNUAL Today
Job description
End Date
Tuesday 23 May 2023
Salary Range
£61,911 - £68,790Agile Working Options
Job Description Summary
Here at LBG, we're looking for a Personalisation Strategy Manager, to join us for a 12 month secondment.
Job Description
Here at LBG we're motivated by a clear purpose – to Help Britain Prosper. As the UK’s largest retail and digital bank, our colleagues are passionate about making a difference to customers.
We're looking for someone to join us in the Customer and Channel Personalisation Team, within the newly re-launched Chief Customer Office. You'll support the work that we do driving forward one of the Group’s most important strategic agenda items – conversational banking.
Personalisation is one of the most important priority items for the Group – with large scale focus and significant executive endorsement. This exciting role will involve shaping the customer strategy, focusing on end-to-end experiences, and defining the data landscape that will help us achieve the Group’s personalisation ambitions.
Collaborating with customer, technology, and data teams, you'll play a pivotal role in driving forward our personalisation agenda. We’re at an exciting and critical point on this journey as we look to finalise, socialise, and synchronise the personalisation strategy within Consumer Relationships and across the broader organisation. We’re driving the collaboration and providing the thought leadership on how we can deliver personalisation at scale which will result in customers having a much more intuitive, predictive, and coordinated banking experience.
We believe that this role offers a huge array of exciting opportunities, senior exposure, and the chance to work in a dynamic environment on a fresh and highly strategic agenda.
About our team:
Operating within the Chief Customer Office (CCO), the Customer and Channel Personalisation team uses data and insights to shape, influence and implement the Group’s personalisation strategy through customer-centric thought leadership. We seek to truly transform the end-to-end experiences and communications that our customers receive, making them more personalised to their constantly evolving needs.
As a team, we're uniquely placed to achieve this aim, putting the customer front and centre of everything we do when collaborating across the organisation. We work together with teams within the CCO to deliver leading communications and experiences, and we partner with the Personalised Experiences and Communications Platform to maximise technology. Furthermore, we collaborate with many areas across the Group to deliver seamlessly connected customer experiences.
This is an exceptionally exciting time to join the team, with huge focus, emphasis, and energy behind our 2023+ agenda!
Key responsibilities:
- Use a range of qualitative and quantitative customer insights to identify and size opportunities, and advise future strategy and use cases
- Ideate, shape, influence and drive forward personalisation use cases – both those which are owned wholly in CCO and those enabled by CCO - working with technology teams to understand how we use tech to deliver these strategic use cases
- Define data products and how we’d use them to improve end-to-end customer experiences through collaborating with data teams
- Hold a wide variety of relationships, bringing together the right capabilities, aligning teams behind common goals, and putting in place action to achieve these
- Be an advocate for the customer and challenging the broader organisation to grow customer-centricity
- Proactively identify risks, issues, and challenges, working across the business to quantify impacts and deliver remedial action at pace
- Adopt a test and learn approach and have the confidence to challenge the way we’ve always done things
Essential skills required for the role:
- Conducting research and market reviews to spot opportunities and benchmark our offering
- Define and shape strategies that will deliver excellent customer experiences
- Critical thinking and problem solving, particularly whilst working with ambiguity and navigating uncertainty. The ability to see the bigger picture and think across a multitude of subject areas, joining the dots to discover the end-to-end outcomes
- Excellent communication and presentation skills, able to clearly articulate and explain technology benefits in non-technical terms. Strong collaboration skills, building and cultivating trusted, diverse relationships
- Experience in working with project and delivery teams, and a track record of influencing a range of people and teams to deliver action through others
- A passion for customer-centricity, willing to really commit to ensuring excellent customer outcomes. A curious and proactive approach with strong attention to detail and a desire to make things better
- Comfortable working with data and insights, using these to drive action that builds the business
Our team works across London, Bristol and Halifax and are open to conversations on working patterns and location. We work in hybrid ways which involves colleagues spending at least two days per week or 40% of their time at one of our office sites.
So what can we offer you in return?
You'll receive a package that includes:
- Discretionary performance share award
- Private Medical Insurance
- Generous pension contribution
- 30 days leave plus bank holidays
- Flexible benefits
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 also passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. And, being disability positive, reasonable adjustments can be accommodated in our Recruitment process, just let us know.
So if you’d like to be part of our inclusive values-based culture, and want to be stretched and fulfilled, we’ll help you build a career that will make a difference to you and our customers.
Together we make it possible!
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.
