Customer Experience Manager

1 week ago

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

About this Opportunity

We are seeking a highly skilled Customer Experience Manager to join our team at Lloyds Banking Group. As a key member of our Direct-to-Consumer Feature Team, you will play a crucial role in shaping and influencing motor financing journeys for our franchise customers under the Halifax, Lloyds and Bank of Scotland brands.

Key Responsibilities

  • Understand and grasp the end-to-end journey, integrating insights and knowledge from various data, processes, systems and relevant competitor landscape/best in class standards.
  • Continually evaluate the effectiveness of the journey from both the customer and business perspective, maintaining a continuous improvement mindset to enhance our customer's experience.
  • Coordinate cross-functional alignment on journeys, understanding the context across different teams and platforms and building alignment as necessary.
  • Communicate to a variety of audiences in the form of customer journey creation, playbacks and lab/platform level show and tells.

Requirements

  • Demonstrates a deep understanding of customer-centric views and inspiring change, anticipating customers' needs and using customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.
  • Strong analytical and problem-solving skills to capture and interpret data, tracking key metrics and using data-driven insights to drive product and journey improvements.
  • Ability to shape and document features working with Solutions Architects and Product Owners.
  • Proficiency in mapping Customer Journeys and business processes using tools like Figma and Visio.
  • Proactive and self-motivated, with the ability to work independently and deliver results with limited supervision.
  • Strong Communication, storytelling and collaboration skills, fostering effective cross-functional teamwork across multiple locations, including offshore.
  • Proficient in agile methodologies, JIRA, and Confluence.
  • Skilled in Excel with basic formulas and PowerBi.
  • Ability to coach and mentor team members, including guiding and supporting others in their professional growth in this role.

What We Offer

  • 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.

About Us

Lloyds Banking Group is a leading financial services company, committed to helping Britain prosper. We are a values-led culture, focused on creating a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference. We are committed to building a workforce that reflects the diversity of the customers and communities we serve.

  • Customer Experience Strategist

    5 days ago

    London, Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Job Description**About the Role**We are seeking a highly skilled and experienced Engagement Manager to join our team at Konversational - The ServiceNow Customer Workflow Experts. As an Engagement Manager, you will play a critical role in driving the implementation of cutting-edge ServiceNow solutions for our clients, and in creating top-class experiences for...

  • Customer Experience Strategist

    5 days ago

    London, Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Job Description**About the Role**We are seeking a highly skilled and experienced Engagement Manager to join our team at Konversational - The ServiceNow Customer Workflow Experts. As an Engagement Manager, you will play a critical role in driving the implementation of cutting-edge ServiceNow solutions for our clients, and in creating top-class experiences for...

  • Customer Service Operations Coordinator

    13 hours ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job DescriptionJob Title: Customer Service Resource CoordinatorJob Summary:We are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team at Customer Labs. The successful candidate will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Operations Coordinator

    16 hours ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job DescriptionJob Title: Customer Service Resource CoordinatorJob Summary:We are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team at Customer Labs. The successful candidate will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Experience Manager

    4 days ago

    London, Greater London, United Kingdom 3Search Full time

    Job Title: Customer Experience ManagerJob Summary:We are seeking a highly motivated and experienced Customer Experience Manager to join our team at 3Search. As a Customer Experience Manager, you will play a crucial role in designing, implementing, and managing customer experience projects that drive satisfaction and retention.Key Responsibilities:Design and...

  • Customer Experience Manager

    3 days ago

    London, Greater London, United Kingdom 3Search Full time

    Job Title: Customer Experience ManagerJob Summary:We are seeking a highly motivated and experienced Customer Experience Manager to join our team at 3Search. As a Customer Experience Manager, you will play a crucial role in designing, implementing, and managing customer experience projects that drive satisfaction and retention.Key Responsibilities:Design and...

  • Customer Experience Manager

    1 day ago

    London, Greater London, United Kingdom 3Search Full time £45,000 - £50,000

    About the RoleWe are seeking a highly motivated and experienced Customer Experience Manager to join our team at 3Search. As a key member of our organization, you will play a crucial role in designing, implementing, and managing customer experience projects that drive satisfaction and retention.Key ResponsibilitiesDevelop and manage detailed customer journey...

  • Customer Experience Manager

    1 day ago

    London, Greater London, United Kingdom 3Search Full time £45,000 - £50,000

    About the RoleWe are seeking a highly motivated and experienced Customer Experience Manager to join our team at 3Search. As a key member of our organization, you will play a crucial role in designing, implementing, and managing customer experience projects that drive satisfaction and retention.Key ResponsibilitiesDevelop and manage detailed customer journey...

  • Customer Experience Manager

    1 day ago

    London, Greater London, United Kingdom 3Search Full time

    Job Title: Community and Customer Experience ExecutiveJob Summary:We are seeking a dynamic and motivated Customer Experience Manager to join our vibrant team at 3Search. As a key member of our organization, you will play a crucial role in designing, implementing, and managing customer experience projects that drive satisfaction and retention.Key...

  • Customer Experience Manager

    1 day ago

    London, Greater London, United Kingdom 3Search Full time

    Job Title: Community and Customer Experience ExecutiveJob Summary:We are seeking a dynamic and motivated Customer Experience Manager to join our vibrant team at 3Search. As a key member of our organization, you will play a crucial role in designing, implementing, and managing customer experience projects that drive satisfaction and retention.Key...

  • Customer Experience Manager

    5 days ago

    London, Greater London, United Kingdom We Are Kenny Full time

    We Are Kenny is seeking a highly motivated and experienced Customer Care Manager to join our team on a permanent basis. This role will involve managing a team of customer care professionals and leading by example in delivering exceptional customer experiences.The ideal candidate will have a proven track record of managing customer-facing teams and driving...

  • Customer Experience Manager

    3 days ago

    London, Greater London, United Kingdom Vattenfall Full time

    About the RoleVattenfall is seeking a highly skilled Customer Experience Manager to join our UK Heat business. This is a fantastic opportunity to deliver lasting impact and shape the future of a growing industry.Key ResponsibilitiesDevelop and Maintain Customer Journeys: Create and refine customer journeys for B2B and B2C audiences, including digital...

  • Customer Experience Manager

    3 days ago

    London, Greater London, United Kingdom Vattenfall Full time

    About the RoleVattenfall is seeking a highly skilled Customer Experience Manager to join our UK Heat business. This is a fantastic opportunity to deliver lasting impact and shape the future of a growing industry.Key ResponsibilitiesDevelop and Maintain Customer Journeys: Create and refine customer journeys for B2B and B2C audiences, including digital...

  • Customer Experience Manager

    15 hours ago

    London, Greater London, United Kingdom Hunza G Full time

    Job DescriptionAbout Hunza GHunza G is a renowned brand in the swimwear industry, known for its high-quality products and exceptional customer service. The company was founded in 1984 and has since become a household name, synonymous with the beach lifestyle.Key ResponsibilitiesThis role is a critical part of the Hunza G team, responsible for ensuring that...

  • Customer Experience Manager

    12 hours ago

    London, Greater London, United Kingdom Hunza G Full time

    Job DescriptionAbout Hunza GHunza G is a renowned brand in the swimwear industry, known for its high-quality products and exceptional customer service. The company was founded in 1984 and has since become a household name, synonymous with the beach lifestyle.Key ResponsibilitiesThis role is a critical part of the Hunza G team, responsible for ensuring that...

  • Customer Experience Manager

    1 day ago

    London, Greater London, United Kingdom Zachary Daniels Full time

    Customer Experience Manager | Zachary Daniels | Competitive Salary + BonusesWe are currently recruiting for a Customer Experience Manager for Zachary Daniels, a leading retail company. With a strong presence in the UK and Europe, our client is enjoying a sustained period of growth and success. We now have an exciting opportunity to join the retailer as a...

  • Customer Experience Manager

    1 day ago

    London, Greater London, United Kingdom Zachary Daniels Full time

    Customer Experience Manager | Zachary Daniels | Competitive Salary + BonusesWe are currently recruiting for a Customer Experience Manager for Zachary Daniels, a leading retail company. With a strong presence in the UK and Europe, our client is enjoying a sustained period of growth and success. We now have an exciting opportunity to join the retailer as a...

  • Customer Experience Manager

    3 months ago

    London, Greater London, United Kingdom M&G plc Full time

    At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve...

  • Customer Experience Manager

    3 days ago

    London, Greater London, United Kingdom Sainsbury's Full time

    About the RoleSainsbury's is seeking a highly skilled Customer Journey Manager to join our team. As a key member of our organization, you will play a pivotal role in shaping the future of customer experiences across our brands and channels.Key ResponsibilitiesStrategically manage and optimize the end-to-end customer journey to enhance overall customer...

  • Customer Experience Manager

    4 days ago

    London, Greater London, United Kingdom Sainsbury's Full time

    About the RoleSainsbury's is seeking a highly skilled Customer Journey Manager to join our team. As a key member of our organization, you will play a pivotal role in shaping the future of customer experiences across our brands and channels.Key ResponsibilitiesStrategically manage and optimize the end-to-end customer journey to enhance overall customer...