• Job Description

  Req#: 113468

  End Date

  Wednesday 10 July 2024

  Salary Range

  £57,546 - £63,940

  We support flexible working – click here for more information on flexible working options

  Flexible Working Options

  Flexibility in when hours are worked, Job Share

  Job Description Summary

  Everyday Banking is the at the heart of our growth strategy with our Current Account and Overdrafts, Savings and Payments products supporting our mission to provide the best products for our UK customers and to grow relationships of the bank.
  We're redefining our team to work closely alongside our Platform teams focusing more on delivering customer solutions and better customer connections faster to deliver mobile first products, serving the needs of our customers faster.
  Our agile team is fast paced, focused, and fun; achieving success by empowering you to make decisions quickly, working together across our different teams to solve problems faster and with less bureaucracy getting in the way, we’re equipped with better tools to work more efficiently.
  We have created brand-new roles and seeking individuals who have the commercial insight and deep regulatory knowledge of our products as you solve customer problems to meet commercial objectives. We’re looking for someone who has dedicated focus on driving improved customer experiences, with a mobile first and self-serve attitude. This will enable us to deliver customer satisfaction and engagement results.
  You’ll collaborate with the wider business to improve customer contact, journeys, marketing, engagement messaging, and the delivery of personalised engagement. Together, you’ll improve our customers’ experience with our brands, increasing the likelihood that customers will recommend us.
  We’re heavily investing in our Everyday Banking products and teams, to deliver of our purpose of making finance a force for good. And that’s why we need someone special.
  Our culture is key. So we want someone who is open, collaborative, driven, commercial and agile mentality who can work within a team whilst having fun along the way.

  Job Description

  JOB TITLE: Day to Day Payments Customer Connections Manager

  SALARY: From £57,546 (depending on location)

  LOCATION(S): Leeds, Edinburgh, Manchester, London or Bristol

  HOURS: Full time

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

  About this opportunity

  
  Everyday Banking (EDB) is the at the heart of our growth strategy with our Current Account and Overdrafts, Savings and Payments products supporting our mission to provide the best products for our UK customers and to grow relationships of the bank.

  
  The Customer Connections Manager is a key leadership role that works in partnership with the Senior Manager Customer Connections in EDB’s Day to Day Payments team to deliver the commercial results of the organisation driven by the personalisation of our propositions as we communicate to customers, improve customer experience in our mobile app and deliver in support of our products. Creating brand differentiating engagement with our Chief Customer Office and Brands Marketing and Experience colleagues, with regulatory compliant products.

  
  You'll report into our Senior Manager of Customer Connections in the EDB Day to Day Payments team to:

  • Support the delivery of the customer volume targets based on a deep understanding of customer behaviours and drivers of customer activity to improve customer conversion, funnel improvement, activation, engagement and retention
  • Collaborate with the Senior Leadership Team in the delivery of the commercial revenue targets with clear understanding of commercial drivers and P&L management
  • Apply UX, design knowledge and a mobile first mindset to deliver best-in-class personalised customer experiences, in partnership with lab design teams
  • Deliver strong customer engagement to deliver constant improvement of the customer experiences driven by mobile first solutions resulting in better customer retention and deepening relationships
  • Raise the bar on communicating with customers and work with BMX and CCO to drive these changes informed by best-in-class practices and using personalisation where possible

  
  
  About us

  
  From building a truly sustainable business to creating a place where people love to work, we need colleagues who are up for the challenge of our bold ambitions. Who are excited to push boundaries and make change happen. Together, we can grow with purpose.

  
  
  What you’ll need!

  
  We’ll be looking for these skills and experiences. But we know careers, like life, don’t always go in a straight line. So, if you don’t have some of these but think you’ve got what it takes, get in touch. We’re hiring for attitude, experience, and expertise in equal measure.

  • Be Customer Centric - Promoting value of customer outcomes with team and peers and ensuring work efforts achieve these. Independently makes decisions based on understanding of customer behaviours and trends to anticipate their needs to steer and present targeted, integrated, and outcome-focused solutions and opportunities.
  • Be Commercially Driven – Focusing on business performance ensuring our products meet our customers’ needs and support our growth strategy and business objective to build deep customer relationships.
  • You’ll understand our Control and Regulatory environment - Understanding the regulatory environment and applying knowledge of the relevant rules to your product decisions. Ensuring we deliver great customer outcomes that meet with regulatory requirements. Identify, measure, manage, monitor, & report on risks.
  • Have a Product Innovation & Development mentality - Applying the relevant customer, business and market analysis methodology to understand the customer and market landscape and translate the understanding into new and innovative product ideas. Using varied experience to support the product to delivery and market.
  • You’ll be Product Delivery focused - Defining the product roadmap and leading end-to-end product development. Using varied experience to drive the design and development team to deliver quality product at pace.

  
  
  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
  • 30 days’ holiday, with bank holidays on top
  • A range of wellbeing initiatives and generous parental leave policies

  
  Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.

  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.

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