Senior Manager, Branded Customer Experience, Lon, Bristol, Hfx Senior Manager, Branded Customer Experience, Lon,  …

Lloyds Banking Group
in London, England, United Kingdom
Permanent, Full time
Last application, 14 Feb 20
GBP54300 - GBP103080 per annum
Lloyds Banking Group
in London, England, United Kingdom
Permanent, Full time
Last application, 14 Feb 20
GBP54300 - GBP103080 per annum
Lloyds Banking Group
We have a new opportunity to join the Strategy & Experience team in the newly formed Chief Customer Office. Working across our unique portfolio of brands, which include Lloyds Bank, Halifax and Bank of Scotland, our Brand Experience team will be working with the organisation to drive superior, personalised and integrated end-to-end category leading brand experiences for our customers at every interaction

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. And as the UK's largest retail and commercial bank, we have a footprint that touches nearly every community and household in the UK.

Our brands, our services and our business span every aspect of banking and finance, including some of the biggest names on the UK's high streets. That gives us a big responsibility to support the UK economy, and we have a clear strategy to put customers first - and achieve our vision of becoming the best bank for customers.

We have a new opportunity to join the Strategy & Experience team in the newly formed Chief Customer Office. Working across our unique portfolio of brands, which include Lloyds Bank, Halifax and Bank of Scotland, our Brand Experience team will be working with the organisation to drive superior, personalised and integrated end-to-end category leading brand experiences for our customers at every interaction

About the role:

As a Branded Customer Experience Senior Manager you'll accelerate our capabilities in driving optimal branded customer experience in the context of our brand customer strategies, by leading the definition, development and implementation of branded customer experience across our portfolio of brands.

Reporting to the Heads of Brand, you'll design principles to drive decisions and prioritise investment across key customer touch-points - to create greater differentiation in market for our brands amongst key customer segments.

You'll need to build collaborative relationships with a diverse range of stakeholders to influence branded experience decisions across communications, propositions and channel experience. And you'll be incredibly passionate about our brands, a real advocate showing the determination needed to drive forward our ambition within the Group.

About you:

It is essential that you have considerable experience in designing optimised customer experiences, as well as the ability to identify key moments in the customer journey, and create strategic recommendations to optimise experience. Experience in applying customer segmentation strategy to deliver relevant and meaningful customer experiences is also essential.

Plus you'll also need to have:

  • An understanding of brand strategy & identity and its application across communications, propositions & channels.
  • Proven ability to build influential relationships with key stakeholders, with experience in effective influencing to gain buy in at pace, helping to drive focus and decisions when delivering branded customer experience.
  • Advanced competence in interpreting and applying customer, market, competitor and business insights, to inform investment in delivering best in class customer experiences.

In return, as a multi-brand, multi-channel business, we have the scale and breadth to provide you with a diverse range of personal development and a career that's enriching and full of opportunity.

The salary range for this role is £54,300 to £103,080, and this will depend on experience and location.

So join us and be part of an inclusive, values-based culture focused on making a difference. Whatever your aspiration, you can also expect excellent benefits, including performance-related bonus, private health cover, share schemes and a generous pension contribution, along with the option to choose an additional cash lump sum or pick from a wide range of industry leading benefits.

We support the principles of agile working and will be pleased to consider applications from candidates seeking flexible working arrangements.

Together we make it possible - join us and you'll be part of an organisation that values your contribution and empowers you to make a difference.

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