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Customer Experience Manager

2 months ago

Leeds, Leeds, United Kingdom Lloyds Banking Group Full time

About the Role

We are seeking a highly skilled Customer Experience Manager to join our team at Lloyds Banking Group. As a key member of our Product Development team, you will play a crucial role in shaping the customer experience across our General Insurance Platform.

Key Responsibilities

  • Work closely with the Product Owner and broader product team to understand, measure, and optimize customer journeys, with a focus on technology and integration across functions.
  • Take ownership of understanding and improving the end-to-end customer experience, ensuring customer needs remain at the forefront of all journeys.
  • Collaborate with colleagues in Product, Experience Design, and Engineering to ensure accurate representation of the intended user experience and journey design.
  • Develop and implement strategies to improve journey efficiency and customer satisfaction.

Requirements

  • Proven experience in leading customer journey optimization initiatives, with a strong understanding of end-to-end customer experiences.
  • Excellent stakeholder management and communication skills, with the ability to develop and improve partner relationships.
  • Experience working in an agile environment, with a strong understanding of agile methodologies and tooling.
  • Ability to anticipate customer needs and develop targeted solutions to meet those needs.

About Us

Lloyds Banking Group is a leading financial services provider, committed to helping Britain prosper. We are focused on creating a values-led culture and building a workforce that reflects the diversity of our customers and communities. We offer a wide range of benefits, including a generous pension contribution, annual performance-related bonus, and share schemes.

What We Offer

  • A dynamic and supportive work environment.
  • Opportunities for career growth and development.
  • A comprehensive benefits package, including a generous pension contribution and annual performance-related bonus.
  • A range of wellbeing initiatives and generous parental leave policies.