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Senior Manager, Customer Experience Strategy
Lloyds Banking GroupSenior Manager leading Customer Experience Strategy in a hybrid working environment. Collaborating on AI-driven improvements in customer complaint handling at Lloyds Banking Group.
About the role
Key responsibilities & impact- Continually evolve the end state by actively scanning the horizon to understand potential threats, competitor activity and the evolving needs of our customers.
- Monitoring and maintaining the effectiveness of the customer complaint experience using data, insight, and critical thinking to find opportunities to continually improve.
- Lead your team to deliver experiments and changes to ways of working, you’ll be responsible for identifying, testing and landing improvements which move us towards our target end state.
- Own the complaints communication landscape, ensuring comms are complaint, and colleagues have the right tools in place to write brilliant letters.
- Support the operation during high impact events, innovating and creating new ways of working to expediate customer outcomes.
- Building and maintaining key relationships, with partners from across the business.
Requirements
What you’ll need- Knowledge of complaint handling processes and regulations is desired but not essential
- The ability to balance customer, commercials, colleague and controls within the development and delivery of the strategy
- Experience of operationalising AI use cases
- Strong analytical skills and problem-solving techniques
- Excellent communication skills and the ability to tell complex stories in an engaging way
- Experience of collaborating and influencing stakeholders
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
complaint handling processesAI use casesanalytical skillsproblem-solving techniques
Soft Skills
communication skillscollaborationinfluencing stakeholderscritical thinkingrelationship building