Service Journeys Optimisation Manager - Lloyds Banking Group｜Meet.jobs

Lloyds Banking Group (LBG) is the UK’s leading digital bank, with over 12 million active online customers across our three main brands, as well as the UK’s biggest mobile bank. 

With an increasing demand for banking services via our mobile applications, desktop service and SMS, we continue to invest heavily in technology. Our vision in Digital Banking is to be a pioneer in digital relationship banking and recognised as the best in Europe in the way we use digital technologies to serve our customers seamlessly across our channels. 

Our culture in Group Digital brings together smart, talented, driven people from a diversity of backgrounds; people are at the core of who we are. With the majority of customers now choosing to do their everyday banking online, the Service Team is accountable for delivering a best in class service experience for our Digital Banking customers. It’s an opportunity to encourage more customers to see how much easier it is to manage their money through Digital Banking and our vision is to deliver outstanding customer journeys that deepen emotional connection and engagement. 

In this role that matters, you will be responsible for optimising our critical service interactions and moments of truth. You will take a ‘Product Management’ approach to improving service; taking data-driven decisions that drive good customer outcomes. Additionally you will be responsible for delivering a balance scorecard of measures for the customer journeys you manage. It's all about bringing together your problem solving, analytical skills and knowledge of great customer experience to deliver innovative improvements and solutions. 

As the successful candidate you will need to be creative and have a good track record of analysing data and customer behaviours and turning them into sound recommendations coupled with experience managing web journeys and/or undertaking analysis of them. 

If you are data-driven, resourceful, have a technical understanding of web pages and commercially focused he we’d like to hear from you. 

In return, we’ll recognise and reward your performance, provide opportunity to raise your profile and support your own personal development.

 

Our vision of being the best bank for customers is dependent on every colleague committing to and demonstrating our core value of "putting customers first". In joining us you'll have a role that matters and will contribute towards the Group achieving our vision through your day-today actions being performed in line with our Codes of Responsibility and Group Policies. By individually and collectively committing to our Group values and codes, we will be able to make a difference together and help Britain prosper.

We're also committed to employing a diverse and inclusive workforce, reflective of the customers and communities we serve – where all our colleagues can be themselves and succeed on merit.

We're proud to have received the following industry recognition: 'Stonewall Top Private Sector Employer', 'Top10 Employer for Working Families', 'The Times Top 50 Employer for Women' and both 'Gold Standard' and "Best Workplace Adjustments Process" from the Business Disability Forum – each demonstrating our commitment to the principles of agile working and inclusion for all.

So if this sounds like a culture that you'd like to be a part of then be assured that we'll welcome your application.