Senior Digital Engagement Manager London, England
Lloyds Banking Group
Full Time
London, England
73616 - 92020 GBP ANNUAL Today
Job description
End Date
Thursday 11 May 2023
Salary Range
£73,616 - £92,020Agile Working Options
Job Description Summary
As a Senior Onsite Conversation Manager (internal job title) we want you to understand our customers and their needs, the technical landscape we work in and systems we use to devise strategies for how we engage customers when they are logged in to our websites.
Job Description
About the team:
We're the largest digital bank in the UK with over 20 million digitally active users. We need outstanding people to continue to innovate and adapt to meet the ongoing digital needs of our customers.
An exciting opportunity exists within the Proactive Onsite Conversations Lab (POC) for a Senior Proactive Onsite Conversations Manager (SOCM). Having recently been through a multiyear transformation program to update our customer messaging capability/eco system, POC are now passionate about the next stage in redefining the experience for customers by using the new tools and systems to provide our customers with world class messaging and experiences during their Internet Banking experience.
We want you to understand our customers and their needs, the technical landscape we work in and systems we use to devise strategies for how we engage customers when they are logged in to our websites.
We can’t do this alone and a big part of the role is working with other areas around the business to build the audiences we want to talk to, the messages we deliver, and carefully considering the onward journey they take. It's your responsibility to lead a team of Onsite Conversation Managers to deliver the strategy, to test, learn, refine and be accountable for the outcomes.
It's important to understand data and how the technology hangs together to piece together the stories we want to tell and help the organisation understand what and how customers are behaving with regard to messaging.
Leading a team you must be comfortable coaching and developing individuals across multiple locations, largely remotely.
This is a varied role and no two days should feel the same.
Behaviours & Competencies
- Curiosity – the desire and drive to understand how things work and finding innovative ways to continually improve the running of the operations or the outcomes themselves.
- Continually looking to find the compromise and working with others to get the job done
- Role model excellent interpersonal and communication skills to articulate customer problems, outcomes and experiences
- Developing and coaching a team is integral to the overall success and culture of the team
- Support the team to deliver plans, inspiring delivery with energy and passion with a focus on collaboration with key partners in the bank
- Excellent internal customer management skills, being able to understand and resolve differences of opinion, influence others and the delivery of results is paramount to success.
- Be data driven and bring evidence-based decision making to enable ‘Storytelling’
- Being able to adapt quickly to changing needs of the business or teams.
- Being calm in the face of adversity and ensuring those around you do the same
Knowledge & Experience
Essential:
- Strong line management of teams with experience in the development of others
- Able to build a vision for great customer outcomes through collaboration
- Able to manage change and ambiguity
- Delivery against goals and targets – people, financial and personal growth
- Strong interpersonal and communication skills
- Experience in resolving conflicting priorities and onwards communications about the decisions
Desirable:
- Understanding or experience of adobe products (Adobe Target, Adobe Analytics, Adobe Experience Manager)
- Experience of digital marketing and the use of CRM systems
- An appreciation of working in a Financial Services, Utilities or other regulated environment with a good understanding on handling risk
What else could you bring with you:
- Forward-thinking ideas & innovation – we want versatile people that will challenge the norm & help us build the bank of the future
- Genuine caring nature for your teams and people around you
- Strong customer focus and thinking about how digital communications can meet the needs of today’s/tomorrow’s customers
- Passion, a can-do attitude and an open mind to help us develop new ways of working, whilst expanding your own skills and experience.
What can we offer to you?:
- A lively environment and diverse caring team around you
- A supportive culture with a multitude of tools, services and colleagues available 24/7 covering a wide range of mental and physical health needs
- A varied and exciting role to offer you growth and development opportunities over time
We're committed to building a team which reflects the diversity of the customer we serve. Join us, and be part of an inclusive customer centric team, focussed on making a difference.
We love agile working, which includes flexible start times to accommodate you and your family. This role is a hybrid workstyle, with some working from home and two days in the office for coaching, collaboration and social interaction.
We hope you like the sound of working with us, and we welcome your application to 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'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.
