Senior Manager, Customer and Colleague Proposition and Business Insights

4 weeks ago

London, Greater London, United Kingdom Lloyds Banking Group Full time

End Date

Saturday 08 April 2023

Salary Range

?0 - ?0

We support agile working - click here for more information on agile working options.

Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

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Job Description

Lloyds Bank Corporate Markets was created in 2018 in response to ring fencing regulation. We're a stand-alone legal entity and part of the Corporate and Institutional Banking (CIB) business area of Lloyds Banking Group (LBG). It supports our financial markets specialists, international lending and customer centric Islands. Our colleagues are based in the UK and internationally Frankfurt, Islands and North America. We have our own Board and Executive Functions and operate through the a shared service with the ring fenced bank.

An exciting opportunity has arisen to join the LBCM Customer and Colleague Proposition and Business Insights team, driving the customer experience for LBCM clients.

About the role:

As Senior Manager for this portfolio of work, focus will be on leading the activity supporting the needs of a business unit regarding marketing, customer treatment strategies and customer proposition initiatives, providing effective leadership to team members and contributing to the strategic direction of the area.

You'll need to be able to bring to life the client journey ensuring that all aspect of the proposition fit to deliver a great outcome for our clients.

As the portfolio head of Customer, you'll lead on the following key activities:

Driving the Marketing plan and social media for LBCM:

  • Working closely with the businesses to ensure that LBCM priorities are brought together and funding secured
  • Co-ordinate marque events to demonstrate LBCM expertise and capability in our chosen markets
  • Improving LBCM profile by highlighting key elements of the business via social media including LinkedIn

Co-ordinate the customer proposition initiatives to deliver enhanced client experience across LBCM:

  • Using client feedback to improved the thought-leadership and teamwork

Lead on the co-ordination of Client Insights:

  • Client 360 survey to be tailored and deployed across the LBCM businesses,
  • Interpretation of client surveys, reviewing and exploring year on year performance
  • Understanding the drivers of client verbatim comments to support the ongoing strategy of client happiness

Providing insight to the Complaints:

  • Understanding trends across LBCM
  • Inputting to relevant committees
  • Understanding the wider Rectifications' activity aligned to LBCM

Mandatory Training

  • Management of LBCM process
  • Leading all aspects of completion new joiner alignment of appropriate topics

Delivering periodic Board papers on a broad range of topics, include Modern Day Slavery, Customer Insights, etc

  • Act as the conduit to the services provided for LBCM on Complaints, Chief Customer Office and Client Service Delivery
  • Line manager a small team, developing colleagues through stretching objectives, feedback and mentor whilst demonstrating and embedding LBG Group Values

About you and the skills you'll possess:

  • Strong written communication
  • Organisation skills
  • Strong network and ability to build a following
  • Leadership qualities

As a senior leader you'll need to demonstrate:

  • Knowledge of customer & organisational awareness and an appreciate of the how our clients are supported through various touchpoints
  • Experience of leading on client insights, tailoring questions and taking learnings from the output to enhance the client journey
  • Operating at a level to influence senior stakeholders within the Group

What we can offer you in return...

In addition to the competitive base salary you'll also receive:

  • A 4% flex cash pot to spend on benefits (or take as cash)
  • Discretionary annual group performance bonus
  • Generous employer pension contribution up to 16%
  • Private medical health cover
  • Access to share schemes and staff discounts
  • 30 days holiday entitlement plus bank holidays

We're committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit. We support the principles of agile working and are happy to consider flexible working arrangements. We're an equal opportunity employer and deeply value diversity within our organisation.

Together we make it possible.

Our continued commitment to helping Britain recover means that as a colleague you can make a difference to customers, businesses and communities. Together we have a key role to play in shaping the bank of the future, whilst the scale and reach of our Group means you'll continue to have opportunities to learn, grow and develop.

We'll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.

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