Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

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Job Description

At Lloyds Banking Group (LBG), we’re motivated by a clear purpose - to Help Britain both recover and prosper. And as the UK's largest digital, retail and commercial bank our colleagues are passionate about making a difference to customers and communities. And through our brands, our Group has a relationship with just about every household and community in the UK.

Customer Value Management (CVM) is the analytical team at the heart of the Chief Customer Office (CCO) delivering better outcomes and experiences, for customers, colleagues and our brands.

We achieve this by undertaking analytics to build deep understanding of customers’ experiences and needs through a combination of creative and strategic insight, and use this to deliver personalised interactions, optimised advertising and improved strategy.

We also maximise the value of the immense wealth of data at our disposal, and our industry leading tools to make a real difference for our customers. In so doing, we aim to deliver superior customer satisfaction and greater depth of relationships with our customers.

We have a great team culture, and we are passionate about realising the potential for all our colleagues and making this a great place to work. Our goal is to continuously improve our culture to build a collaborative, inclusive and inspiring environment where everyone in the team can develop and do their best work.

What is the Role?

We have a new opportunity to join the established Systems Assurance Team within the Consents and Operating Office in CVM. We have entered a new phase of expansion within our CVM team giving us the freedom to explore innovative ways to improve the teams' effectiveness through developing processes and automating regular reporting activity. 

We’re looking for someone with a keen eye in spotting areas for process improvements, systems thinking, alongside utilising automation improvements software.

You'll be handling a broad range of stakeholder queries, root cause data analysis relating to customer queries and supporting our neighbouring teams to deliver Marketing, Service and Mandatory interactions to customers.

In addition you'll support the Consents and Operating Office team with process optimisation, automation advancements and general team effectiveness improvements.

Your key responsibilities will include:

• Reviewing the teams current ways of working and outputs, working within the team to challenge the status quo

• Find opportunities to eliminate waste and reduce demand ensuring we focus on the highest value activities

• Find opportunities to improve processes and end to end delivery speed

• Deliver automation opportunities including reporting through use of Power BI / Power Automate / Use of Coding including SQL and VBA

• Continued learning of new tools and techniques to help improve effectiveness of the function on an ongoing basis

• Assuring the accuracy of customer interaction builds such as Direct Mail, E-mail, SMS and Online Banking

• Investigation of customer marketing complaints to ensure successful resolution

About you:

We're looking for a data / process improvement professional with:

• A self-motivated and inquisitive character with high levels of attention to detail

• Process improvement experience either through Lean, Systems Thinking or a similar structured methodology

• Track record of implementing automated improvements to reporting or processes utilising software such as Power BI or utilising SQL / VBA coding

• Experience understanding data structures and data bases utilising SQL

• Consistent track record of juggling multiple priorities, deadlines and having an organised and structured approach to work

• Excellent partner management skills with an ability to communicate clearly and influence at all levels

• Confident working with ambiguity and making recommendations

• A desire to test and learn, to work differently to improve how we do things and inspire others to do the same

Experience of coding is also desirable.

Whilst the majority of the team are based in Bristol and this is our preference, we would welcome applications from the other locations where the wider team is also located. Our hybrid working model continues to evolve, and colleagues currently work a minimum of 1 day per week in the office, which will increase to 2 later in the year.

Tempted to apply?

If you’d like to be part of an inclusive, values-based culture passionate about making a difference, we’d love to hear from you. Whatever your aspiration, you can also expect excellent benefits, including performance-related bonus, private health cover, share schemes and a generous pension contribution, along with the option to choose an additional cash lump sum (4% of salary) or pick from a wide range of industry leading benefits.

We’re a function passionate about encouraging an environment of professional development and will give you opportunities to stretch. We also recognise colleagues for their contribution and performance as part of our colleague charter.

As a Group we celebrate the diversity of our people – we’re building a truly inclusive work environment where all of our colleagues have the chance to create a real difference.

And if you need any reasonable adjustment to participate in the application or interview process just let us know.

So if you have the skills and background we'd love you to come and work with us to transform the group’s next chapter into reality. What are you waiting for…

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. 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.