• Job Description

  Req#: 097644

  End Date

  Thursday 12 October 2023

  Salary Range

  £57,078 - £63,420

  
  

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

  Agile Working Options

  Hybrid Working

  Job Description Summary

  The Digital Channel Manager (Theme Lead) works within the dedicated Customer Cell, focussing on driving Digital Engagement as well taking a pan-product view of the Digital Channel. The role holder will be required to work with the Cell Lead to drive a cross functional team to deliver business priorities through the identification of strategic opportunities and the prioritisation of end-to-end delivery of customer communications.

  Job Description

  Do you want an exciting role in a growing part of the organisation that puts you at the forefront of delivering for the Group’s key programme to deepen relationships with our customers?

  Then you really should consider joining our Customer Value Management (CVM) team in Lloyds Banking Group (LBG).

  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.

  CVM is the analytics and interactions team at the heart of the Chief Customer Office (CCO), where we utilise data to optimise the customer experience. Personalisation is a key programme of activity which seeks to transform our customer interactions by pre-empting customer needs and creating a personalised experience across a range of aspects including pricing; customer services; credit risk and fraud. In so doing, we aim to deliver superior customer satisfaction and greater depth of relationships with our customers.

  We already have a great team culture across CCO. Our leadership team are really passionate about our people agenda – ensuring we have an inclusive environment. We’re also a friendly and sociable bunch in CVM – our colleagues score us highly in our regular mini colleague surveys in terms of satisfaction, being involved in meaningful work and the positive culture we have in the team. We have a standard no meeting zone every lunchtime and once a month a ‘project day’ to give the team space to work on an area of personal interest and/or personal development.

  The Role

  We are looking for a Digital Channel Manager to join Relationship Growth Team in CVM.

  As a Digital Channel Manager (Theme Lead) you'll be working within the dedicated Customer Cell, focussing on driving Digital Engagement as well taking a pan-product view of the Digital Channel. You'll be required to work with the Cell Lead to drive a cross functional team to deliver business priorities through the identification of strategic opportunities and the prioritisation of end-to-end delivery of customer communications.

  The Customer Cell combines the exceptional talents from across the CVM team; including analytics, modelling, measurement, interactions strategy and implementation and works closely with colleagues across CCO as part of the Consumer Relationship Squad to deliver outstanding results. Great stakeholder management skills will be critical as well as a customer-centric mindset.

  Key Responsibilities

  • Work with stakeholders across Chief Digital Office to understand their strategic priorities and enable delivery of agreed customer targets.
  • Drive the personalisation of and engagement in Digital feature & service interactions and journeys.
  • Proactively identify new opportunities to improve reach and efficiency, driving growth in key critical metrics for the Digital Engagement.
  • Take a pan-product view of channel performance and optimisation.
  • Maintain and identify clear priorities for your cross functional team, prioritising opportunities by value and effectively leveraging the multiple skills sets across the team.
  • Demonstrate insight and analytics to motivate change across CCO/LBG to improve commercial and customer outcomes.
  • Manage a diverse range of stakeholders and establish collaborative working relationships with key partners to align, drive and deliver plans and shared objectives, ultimately delivering the best experience for our customers.
  • Challenge established ways of working to facilitate delivery of innovative solutions and lead cross functional teams to great outcomes.

  Key Skills

  If you have strong storytelling capabilities, can use insight to answer business questions, provide recommendations, and influence Group strategy, this is an excellent role in which to progress your career.

  The ability to translate sophisticated requests into accessible and straightforward recommendations is crucial, alongside having an openness to change, a growth mentality and a desire for continuing personal development.

  • Excellent communication, storytelling and presentation skills
  • Strong collaboration skills, building and cultivating trusted, diverse relationships
  • Using data to drive decision making
  • Organisational and planning skills
  • Marketing expertise and digital channels experience
  • Consistent track record of delivery
  • Managing multiple priorities and stakeholders
  • Critical thinking and problem-solving skills

  Are you tempted to apply?

  If so, then please get in touch, we would love to hear from you! In return for bringing us your passion and engagement, we are offering a strong platform to fulfil your career potential whatever your aspirations may be. You will be welcomed into a dedicated team known for developing talent, and who really care about their work and the impact it has on colleagues and customers.

  Lloyds Banking Group is committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive work environment where all our colleagues can be themselves and succeed on merit.

  This role is available full time and, in line with the latest hybrid working announcement, we will need you to spend two days per week in either our Bristol, Halifax or London office. This is because most of our team and partners are based in these locations. Please talk to us at interview about any flexibility you may need.

  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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