Manager, Communication & Engagement, Commercial Banking Online

  • GBP50000 - GBP60000 per annum + Bonus
  • London, England, United Kingdom
  • Permanent, Full time
  • Lloyds Banking Group
  • 14 Aug 17

Manager, Communication & Engagement, Commercial Banking Online

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.

The Digital Service Communication and Engagement team lead all service based communications between Digital and its customers. Through relevant and engaging communications, strong support and content, we help more customers to use more of our Digital services, leading to increased engagement and customer advocacy.

As the Communication & Engagement Manager for Commercial Banking Online (CBO) you will be at the forefront of how we help customers migrate to, deepen use of and make the most of our Online Banking platform for Commercial customers. You will lead and build the communications strategy and plan, working with teams across Digital and beyond to build the capability, construct the content that supports and delights customers in their use of Commercial Banking Online.

As we gradually migrate customers onto the new CBO platform, you'll have a considerable opportunity to effect significant impact on customer satisfaction and use, by keeping customers informed, aware and engaged with the change and improvements CBO delivers at pace.

In doing so you'll coordinate the delivery of communications, working with partners across Digital, Group Brands & Marketing and external creative agencies. You'll also be able and happy to get on with designing and building your own campaigns, where required. And ensure for all activity KPIs are set, measured and content optimised to maximise effectiveness.

You'll be a creative thinker with strong stakeholder management skills and be able to demonstrate how you can lead cross-functional teams to deliver collaboratively with experience delivering marketing

We'll need you to have experience in marketing communications, marketing strategy and campaign management. A knowledge of digital banking products and services would be advantageous.

Key accountabilities

* Full end-to-end responsibility for service-related customer communications for CBO.

* Form and own the strategy that deepens customer use of services through communication.

* Able to identify and build business case for new communication capability within the CBO platform and in other media, such as email or Direct Marketing.

* Deliver a programme of communication to ensure customers are aware of new services and improvements as they are delivered.

* Implement governance for customer communications, maintaining relationships with key stakeholders, both within and outside of Group Digital and across Commercial Banking.

* Analyse insight to understand customer and business needs that can be addressed through engaging communication that deepens use and customer satisfaction.

* Measure and report, establishing metrics and means of reporting, that clearly demonstrate effectiveness in helping more Commercial Banking customers to do more online.

* Maintain and communicate overview of key competitor trends within Fintech and in wider Digital industry in deepening customer engagement in a Commercial user environment.

In return we offer a flexible working environment, a market leading benefits package and the chance to develop your career in one worlds leading financial institutions. So if you have the skills, experience and knowledge we are looking for we would welcome your application.