Job Description

At Lloyds Banking Group, we have a clear purpose; to help Britain prosper and to become the best bank for our customers. What we do makes a genuine difference to families, businesses and communities, and we're playing a central role in building a growing UK economy.

Our brands, our services and our business span every aspect of banking and finance, including some of the biggest names on the UK's high streets. That gives us a big responsibility to support the UK economy, and we have a clear strategy to put customers first.

Are you always on the look out for the latest update to your favourite mobile apps?

You could join a growing part of Lloyds Banking Group, supporting millions of our digital banking customers.

Within the Retail Bank, the Chief Digital Office (CDO) is responsible for running and growing the UK’s largest digital banking channel. We deliver digital channel excellence, advocacy and growth by optimising the customer experience and driving awareness, trust and usage of our digital services.

As an Assistant Manager within the Digital Service Journey Management (DSJM) team of CDO, you'll performance manage the huge range of Digital Service journeys we offer. You'll support the great work carried out by the team today, as we partner and collaborate with a broad range of stakeholders across the Group, to identify, size and deliver continuous journey optimisation. You'll scope and deliver enhancements, to deliver both customer service and business benefit.

Accountabilities will include:

• Digital Journey Management: Support the continuous management and improvement of Digital Service offerings, working with Product Owners to review, agree prioritisation and drive forward delivery of key journey optimisations.
• Data Insight & Analytics: Using a number of data sources to analyse key trends to generate insight and identify a range of opportunities to enhance our journeys and/or improve outcomes e.g. volumes of customer usage vs. expectation, funnel conversion and customer drop-out, customer satisfaction and complaints, calls into telephony following use of digital journeys, competitor analysis and business income generated.
• Stakeholder Management & Influence: Build and maintain excellent working relationships. Create a compelling case for change and work in close partnership, collaborating to collectively deliver shared goals. Support and influence your change partners in the prioritisation of backlog initiatives, based on data driven recommendations and business cases.
• Continuous Risk Management: Supporting the management and performance monitoring of Customer, Business, Risk and Operational Outcomes from Servicing Journeys.

Aligned to the change Labs we partner with, you can be based in London or Edinburgh. As a team we follow a hybrid working model, combining working from home with regular travel to our offices to support effective collaboration.

About you

As a digital banking and mobile app advocate, you'll have:

Essential Skills and Experience

• experience of optimising digital and mobile customer service journeys; through effective identification and delivery of improvements
• well-developed data and analytics skills; and practical experience of manipulating data to generate actionable insight
• strong attention to detail and an improvement mindset
• effective written and verbal communication skills

Desirable Skills and Experience

• a good understanding of the digital and mobile banking services market
• experience of analytical tools such as Adobe Analytics, Tableau, Power BI, Dynatrace and Splunk
• an awareness of effective risk management, ideally in a financial services setting

With a curious and proactive mindset, and real attention to detail, you thrive in a role where you can make things better.

You'll also take your own development seriously and wish to grow your skills and expertise.

What we can offer you in return...

Expect an exciting and fast-paced role, where you'll be empowered to take ownership of initiatives that address customer and business problems. The CDO is growing and we're looking for new talent to be part of that growth!

We're dedicated to giving you opportunities and support to develop you both professionally and personally to optimise your potential.

You'll also receive a package that includes:

• Discretionary performance share award
• Private Medical Insurance
• Generous pension contribution
• 28 days leave plus bank holidays
• Flexible cash pot (4% on top of base salary) to spend on benefits.

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 will be pleased to consider applications from candidates seeking flexible working arrangements.

So if you’d like to be part of an inclusive, values-based culture focused on making a difference, we’d love to hear from you!

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.