Position Overview & Specifications

End Date Thursday 09 February 2023 Salary Range £52,912 - £66,140
Agile Working Options Other Agile Working Arrangements / Open to Discussion Job Description Summary At Lloyds Banking Group we’re driven by a clear purpose - to Help Britain both recover and prosper. As the UK’s largest digital, retail and commercial bank our colleagues our passionate about making a difference to customers, businesses and communities. Job Description We have An exciting opportunity has emerged to help the Customer Experience Strategy, Standards and Journeys team orchestrate superior and personalised end-to-end experiences for our customers. We’re on a mission to help the bank build seamless and personalised end-to-end experiences that deepen and protect relationships with valuable customers. We're a core part of the Customer Experience Design function which is part of the Chief Customer Office. Our team works with Labs, product areas, Journey Owners and delivery teams to help those stakeholders systematically understand and improve their end-to-end pan channel experiences. We need an experienced Manager to help to design and implement Customer Experience strategy by actively collaborating with business areas and Journey Owners to better understand, identify and prioritise CX improvements and opportunities in line with the Group Customer Dashboard. The candidate will support wide-spread change as we Help Britain Prosper by growing our business profitably by deepening relationships with existing customers. This is a Fixed Term Contract until April 2024. Come join us! We’re looking for someone with an excellent track record of proactive delivery on high profile projects and an appetite for navigating ambiguity, so we progress towards an ambitious goal. Specifically, the role will involve:
  • Building positive relationships with senior leaders and business SMEs
  • Developing in-depth customer experience & business priority strategies to enable CX improvement that helps achieve our GCD (Group Customer Dashboard) targets
  • Leading CX Strategy teams in supporting the development of the Customer Experience Design function (CXD) and working with SMEs inside and outside of the function on key priority areas, including but not limited to CX improvement impact measurement and development of CX improvement dashboards
  • Leading CX Strategy teams in regular CX diagnostic activities (including researching and documenting current state experiences to identify issues and prioritise CX improvement opportunities aligned to the GCD and broader customer strategies)
  • Coordinating updates from across the business to ensure CX improvements and opportunities are funded through future funding cycles
  • Preparing governance materials and stakeholder briefings, up to and including Group Executive Committee and Senior Board level, influencing decision-making at the highest levels of the Group
Essential Skills:
  • We're looking for someone, who has strategy experience and would be able to demonstrate / show:
  • A proven track record working with influencing senior leaders
  • Strong influencing skills and the ability to champion the Customer Experience Strategy, Standards and Journeys team and the broader Customer Experience Design function
  • A pragmatic, collaborative, and proactive approach to work
  • A track record in customer experience design, journey mapping and touchpoint analysis
  • Experience in developing and implementing customer and business strategies from start to finish
  • Excellent written and verbal presentation skills, and excellent PowerPoint skills.
  • Willing to be a collaborative, supportive, kind and active member of the Customer Experience Design community
We’ll provide you with a diverse, energising and lively environment that focuses on equal opportunity and real career progression. We'll take your personal and professional development very seriously and allow you to make a genuine difference throughout your career with us. Location and Ways of Working Our team works out of our office hubs in London, Halifax, Bristol and Chester therefore we'll need you to be based a commutable distance from one of our hubs. We work in a hybrid model, splitting our time between the office and working from home. As well as a competitive salary, you’ll receive:
  • A Discretionary Performance Bonus Award
  • Generous pension contribution
  • 30 Days leave plus bank holidays
  • A flexible cash pot (4% of base salary) to spend on benefits to suit your lifestyle
  • Private health cover
  • Share Schemes
In return for your expertise, you'll enjoy our total dedication to your ongoing personal and professional development. We'll help you perform at your best today, so you can fulfil all your potential in the future. So, if you think this is the role for you, we’d love to hear from you! 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'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.