Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

As below

Job Description

At Lloyds Banking Group, we’re motivated by a clear purpose - to Help Britain Prosper. And as the UK's largest digital, retail and commercial bank our colleagues are passionate about making a difference to customers and communities.

The Customer Experience (CX) Performance & Insights team is part of Strategic Insights, within the Chief Customer Office (CCO).  CCO is a group-wide function responsible for driving forward the customer agenda for LBG more broadly.  The CCO uses research, measurement and insight to understand our customers, inform customer strategy and decision making and help shape our view on how best to personalise propositions and services to meet our customers’ needs.

Strategic Insights are a core part of the CCO and we create strategic customer insights by  combining internal LBG customer data, research, experience measurement and external information.  We work closely with colleagues in other areas of CCO as well as teams across LBG.  

Our team’s key purpose is to inform decision-making on CX through performance tracking and to report the Channel and Product service experiences of our customers.  We do this through third party and in-house survey tools provided by a range of suppliers to collect CX feedback. These tools are also used more widely across the bank to collect customer feedback using a variety of approaches. 

We're are looking for an experienced CX & Measurement Excellence Manager, to support our CX measurement programmes, and establish & co-ordinate a new CX measurement centre of excellence.

The role:

In this exciting role within the team, you’ll look after our measurement operations, focusing on building out and putting into practice a best in class approach to how our survey tools should be used. You'll help to setup and coordinate a new CX measurement centre of excellence, to help other teams across the bank adopt a similar approach to CX measurement. This will ensure the individual customer is at the heart of any feedback programme, helping to control and manage customer survey contacts, so that all feedback programmes are in themselves a great customer experience.

The role will require collaboration across multiple business areas across the bank to gather  information, co-ordinate actions and to deliver change.

The main activities you’ll be involved with in this role will be:

• Embedding and demonstrating a high standard for the approach to CX measurement, working in close collaboration with measurement owners, leveraging and sharing best practice and standards wherever possible

• Growing the scope of our existing processes to establish holistic oversight of measurement programmes across LBG, identifying and championing operational efficiencies through streamlining and simplification, challenging what and how we do things today

• Establishing and maintaining collaborative working relationships with CX measurement leads across the wider Group – through a new CX measurement centre of excellence – to align, manage and deliver to key objectives

• Maintaining and documenting processes to ensure measurement is conducted effectively and responsibly

• Maintaining an overview of, and supporting, supplier management and risk controls across the team.

About you:

Having someone with the right values and behaviours is really important for us. Here are some of the behaviours we’d love to see:

• Highly motivated, proactive and driven to achieve individual and collective goals, you love to work in an environment that encourages innovation and continuous improvement

• Flexible and adaptable, able to work to tight timescales and keen to take learnings from each and every situation

• Sees the detailed elements of issues, the major connections, linkages, and interdependencies

• Identifies shortcomings and suggests improvements to existing processes, systems and procedures - challenging pre-conceptions, with strong influencing skills

• Grows own capabilities by pursuing and investing in personal development opportunities

• Consistently achieves results, even under tough circumstances and works with the team to focus on the topics that matter to performance.

We don’t expect you to have all of the below, but the following experience will help. You may:

• Have strong verbal and written presentation skills and experience of presenting to and influencing senior stakeholders to executive level

• Be comfortable around governance, risks and controls, including an understanding of Privacy Records Impact Assessments (PRIAs)

• Be familiar with data handling requirements including GDPR

• Have been or worked with a Data Privacy Manager, Risk Manager or Supplier Manager

• Be familiar with customer experience measurement frameworks

• Be comfortable with limited travel if/when required.