CAREERS & JOBS (LOYALTY & CX)

Lloyd’s in hiring: Customer Connections Senior Manager

End Date

Sunday 02 June 2024

Salary Range

£86,964 – £102,310

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

Everyday Banking is the at the heart of our growth strategy with our Current Account and Overdrafts, Savings and Payments products supporting our mission to provide the best products for our UK customers and to grow relationships of the bank.
We’re redefining our team to work closely alongside our Platform teams focusing more on delivering customer solutions and better customer connections faster to deliver mobile first products, serving the needs of our customers faster.

Job Description

JOB TITLE: Customer Connections Senior Manager

SALARY: £73,262 (depending on location)

LOCATION(S): London, Bristol, Edinburgh, Manchesteror Leeds

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

About this opportunity

Everyday Banking is the at the heart of our growth strategy with our Current Account and Overdrafts, Savings and Payments products supporting our mission to provide the best products for our UK customers and to grow relationships of the bank.

We’re redefining our team to work closely alongside our Platform teams focusing more on delivering customer solutions and better customer connections faster to deliver mobile first products, serving the needs of our customers faster.

This is a key leadership role that works in partnership with the Head of Customer Connections to deliver the commercial results of the organisation driven by the personalisation of our propositions as we communicate to customers, improved customer experience in our mobile app, and clear commercial result driven incentives we deliver in support of our products. Creating brand differentiating engagement with our CCO and BMX colleagues, with regulatory compliant products.

This role reports into our Head of Variable Savings Customer Solutions, and we have two vacancies supporting our Savings team to:

• Deliver the customer volume targets based on a deep understanding of customer behaviours and drivers of customer activity.
• Deliver the commercial revenue targets with clear understanding of commercial drivers and P&L management.
• Apply UX, design knowledge and a mobile first attitude to deliver best-in-class personalised customer experiences, in partnership with lab design teams.
• Drive strong customer engagement to deliver constant improvement of the customer experiences driven by mobile first solutions resulting in better customer retention and deepening relationships.
• Raise the bar on communicating with customers and work with BMX and CCO to drive these changes informed by best-in-class practices and leveraging personalisation where possible.

About us!

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too…

What you’ll need

We’ll be looking for these skills and experiences. But we know careers, like life, don’t always go in a straight line. So, if you don’t have some of these but think you’ve got what it takes, get in touch. We’re hiring for attitude, experience, and expertise in equal measure.

• You’ll be Customer Centric – Promoting value of customer outcomes with team and peers and ensuring work efforts achieve these. Anticipating customers’ needs and using customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities. Applying knowledge of customer behaviours and trends across multiple parts of the Group and externally, upskilling peers, and delivering customer products and propositions that build on our competitive edge and good customer outcomes.
• Understand our Control and Regulatory environment – Understanding the role and purpose of regulation and applying appropriate understanding of relevant regulations to your product decisions. Taking and owning risks via commercial activities across all risk types. You’ll embed risk management in the team, with a strong understanding of inherent risk and appropriate controls to mitigate risk.
• Have a Product Innovation & Development mentality – Anticipating future industry trends and analysing data to develop vision, strategy and goals for new innovative products. Using technology innovations to develop products effectively and efficiently.
• Product Delivery focused – Using your varied experience to plan and manage the budget and resources and optimise the delivery of great products that continuously bring value to the users.

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 bonus award, subject to Group performance
• 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

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.

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.

Source: Lloyd’s