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Senior Manager, Customer Experience Strategy
Lloyds Banking Group. Continually evolve the end state by actively scanning the horizon to understand potential threats, competitor activity and the evolving needs of our customers.
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