Senior Manager – Customer Experience Cardiff, Wales
Lloyds Banking Group
Full Time
Cardiff, Wales
71825 - 84500 GBP ANNUAL Today
Job description
End Date
Tuesday 20 June 2023
Salary Range
£71,825 - £84,500Agile Working Options
Job Description Summary
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Job Description
Job title: Senior Manager – Customer Experience
Salary: £71k - £84.5k
Location(s): Cardiff or Stockport
Hours: Full time
Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
About this opportunity:
Through our Black Horse and Lex Autolease brands, we have a crucial role in supporting the UK transition to Net Zero as consumers and businesses finance and lease electric vehicles through us and our intermediaries.
Our vision is to transform customer experience for Transport in the UK, and we have the investment and backing to take us there. If you're motivated by the opportunity to be part of something big then this could be the role for you.
Sitting within Transport's Customer Experience and Digital team, you'll be responsible for transforming customer experience across our various distribution and servicing channels.
It's a critical leadership role responsible for understanding how our customer journeys across channels are performing for our customers, and delivering changes to optimise conversion and experience through improved communications, digital journey content and capability, colleague support and other performance levers.
You'll lead a team of journey and communications delivery managers and will lead multiple cross functional teams across the business to identify, shape, prioritise and deliver a portfolio of customer experience improvement initiatives.
You'll be working on multifaceted initiatives at one time, across several relationships in a fast-paced and changeable environment.
You'll craft, own and implement the Transport customer plan to improve customer journeys and help achieve Transport’s complaints reduction, net promotor score, and channel performance goals.
Responsibilities:
- Identify and understand key areas for Customer and Colleague experience improvements across our journeys and channels. Own the development and implementation of customer journey maps and touchpoints, identifying problem statements, gaps and opportunities
- Improve channel conversion, ensuring customers are able to complete transaction in channel of choice. Leverage positive relationships to deliver optimisation improvements – including Transport Platform, Chief Customer Office, Operations, Risk and Products
- Use insight to filter and prioritise new demand into our optimisation portfolio – ensuring that we continue to focus on what matters to drive down complaints and improve Net Promotor Scores (NPS)
- Encourage and effectively manage the performance of a team of customer journey and communications managers. Collaborate with Chief Customer Office by prioritising business demand for comms support and enabling them with data required to implement our various comms campaigns and initiatives
- Take ownership and mitigate risks relating to Transport’s customer journeys and communication, and coordinate and lead change to deliver on Consumer Duty requirements and commitments relating to customer journeys and communications
About us:
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.
What you'll need:
Essential capabilities and experience:
- Growth Mindset
- Leadership and Change Management with Partner/ Relationship Management
- Commercially Savvy with Critical Thinking
- Effective Communication (including with executive audience)
- Analytics & Insight with agility in a fast paced environment
- Risk management
And any experience of these would be really useful:
- Automotive or Finance Industry
- Customer comms strategy and using comms to improve customer experience
- Agile Project Management
- Digital Technology and Journey Analytics
- Reducing telephony failure demand
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
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 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.
