• Job Description

  Req#: 100562

  End Date

  Thursday 21 September 2023

  Salary Range

  £37,548 - £41,720

  
  

  We support agile working – click here for more information on agile working options.

  Agile Working Options

  Other Agile Working Arrangements / Open to Discussion

  Job Description Summary

  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.

  Job Description

  JOB TITLE: CRM Analyst

  SALARY: £37,548 - £41,720

  LOCATIONS: Bristol, Cardiff, Chester or Halifax

  HOURS: Full time

  WORKING PATTERN: Hybrid, 40% (or two days) in an office site

  About this opportunity

  If you’re like solving problems, and are passionate about using data and analytics to make a difference for customers then this is the team for you!

  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're 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.
  

  About us

  We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

  What you’ll need

  We're looking for people who are passionate about data and analytics, and have the skills for problem solving.

  You’ll have the ability to work collaboratively, with excellent interpersonal skills and have strong attention to detail. Experience of a coding language and marketing campaign tools is desirable.

  You'll need to have an understanding of marketing and campaign delivery as well as understanding the need to prioritise communications across multiple channels with the customer at mind. Someone that has the ability to influence stakeholders and is comfortable articulating analytical information to a broad set of stakeholders is also desirable.

  As part of your role, you'll:

  • Work as part of a cross functional team to design relevant and timely Customer Interactions as part of our Contact Strategy.

  • Support implementation of campaigns delivered to DM, Email, SMS, IB & Branch channels via our marketing tool, Teradata’s Customer Interaction Manager (CIM).

  • Implement new contact programmes with robust test and learn set up that will deliver significant learning and value for business teams in product, channel and brand.

  • Continuous improvement of our interaction portfolio, processes and techniques to improve the customer experience and reduce risk.

  • Increase the sophistication of our customer messaging to deliver highly personalised interactions to our customers through their channel of choice.

  • Provide recommendations for customer interactions drawing on experience of marketing or business activities involving (customer) data.

  Essential Skills:

  • You have an understanding of marketing and campaign management

  • Works collaboratively in a big team, also comfortable working independently

  • Ability to communicate well with others through excellent written and verbal communication methods.

  • Excellent planning & organising skills. Creates and completes detailed timing plans.

  And any experience of these would be really useful:

  • Experience working with a coding language such as SQL or similar.

  • Experience working with large customer datasets.

  • You're impact driven and eager to have a real positive impact for our customers

  • You’re self-motivated; you proactively identify issues and opportunities and tackle them

  • You engage and influence stakeholders, anticipating, clarifying and shaping requirements for the purpose of optimising business results

  About working for us

  Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

  We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

  We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

  And it’s why we especially welcome applications from under-represented groups.

  We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

  We also offer a wide-ranging benefits package, which includes:

  • A generous pension contribution of up to 15%

  • An annual bonus award, subject to Group performance

  • Share schemes including free shares

  • Benefits you can adapt to your lifestyle, such as discounted shopping

  • 28 days’ holiday, with bank holidays on top

  • A range of wellbeing initiatives and generous parental leave policies

  This is a once in a career opportunity to help shape your future as well as ours. Join us and grow with purpose.

  At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. 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 keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

  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.

• About the company

  For over 250 years we’ve been making a difference to the lives of customers, businesses and communities. Today, we're still driven by our purpose of helping Britain prosper. We're part of an ever-changing industry and are currently on a journey to shape the financial services of the future, whilst supporting our customers’ changing needs. The scale and reach of our Group means we can offer a broad range of opportunities to learn, grow and develop. Our values-led culture and approach to inclusion and diversity means we can all make a real difference together.

Notice