JOB TITLE: Customer Experience Manager.

SALARY: £59,850pa to £73,150pa plus an extensive benefits package.

LOCATION: Manchester or Newport.

HOURS: 35 hours, full time.

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of the above the listed hubs.

Why Lloyds Banking Group?

Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the everchanging needs of our 26 million customers. We're embracing collaborative, agile ways of working, to help us deliver the best outcomes for our colleagues, customers and businesses. We're growing with purpose. Join us on our journey and you will too!

Want to hear more?

Join our Transport Experience and Insight Team at an exciting time and help us move faster forward for our customers! We focus on improving the customer, channel, and colleague experience, as well as driving commercial growth through data-driven insights, compelling storytelling, optimisations, and Direct to Consumer products. Our mission is to fulfil Transport's goal of Keeping Britain Moving. We envision delivering a brilliant customer experience through data and insights, responding to changing customer needs, and creating a great workplace for our colleagues.
Within the Transport Experience and Insight team, the Lex Autolease Customer Experience (CX) team use actionable insight to identify and deliver initiatives that help transform customer experience and improve customer outcomes.

Key Responsibilities

We're excited to be recruiting a Customer Experience Manager (CXM) who has the drive and passion to help us to achieve the next phase of customer experience transformation in Transport.

You'll act as the custodian of customer experience and customer outcomes across Transport. You are energised and passionate about leaving positive and lasting impressions with customers when they encounter our Lex Autolease Brand. To do this, you will work closely with the Customer Insights and Channel Insight & Analytics teams, as well as the rest of the business to understand performance through several lenses - including complaints, NPS, and channel performance - and will explore how we improve customer outcomes.

You will then use these insights to help deliver customer experience improvements working closely with cross functional CX Squads in Transport. This will include providing the Platform teams and customer journey managers with more business insights to maximise the impact and speed of work delivered through our platform investment. This helps to shape and use the customer communications plan with BMX to drive engagement improvements, influencing digital content improvements, partnering optimally with internal service (Operational teams) and external service (supplier) teams to recognise and address performance hotspots. This is all about finding opportunities to delight customers, influencing product and policy changes to be more customer centric and transform customer experience.

You will also need to ensure Consumer Duty outcomes are at the heart of how we analyse customer performance and help prioritise improvement activity - including managing the controls that ensure that our designed customer experiences are being implemented as intended.

What you'll be doing

1. Strategy and Planning:

• Develop and implement a comprehensive customer experience plan aligned with Transport's strategy, goals, and Consumer Duty.

• Work through customer feedback analysis and insight to identify trends, needs, and areas for improvement.

• Stay abreast of industry trends, competitor activity, and emerging technologies or engagement strategies that could be leveraged to improve CX in Transport.

• Help to develop the future customer experience.

2. Cross-Functional Collaboration:

• Collaborate with various departments such as BMX, Transport Platform, Operations, Supplier, Distribution, Product Development, Collections, and Channel Insights & Analytics to ensure a seamless and consistent customer experience across all channels.

3. Team Leadership:

• Lead and inspire a customer-focused squad, encouraging a culture of empathy, accountability, and continuous improvement.

4. Customer Journey Optimisation:

• Identifying pain points and delivering changes to reduce dissatisfaction and delight customers.

5. Data Analysis and Reporting:

• Utilise customer data and feedback to generate actionable insights and drive data-driven decision-making.

• Develop and maintain KPIs to measure and report on the effectiveness of CX initiatives.

6. Risk management.

• Identify, manage, and mitigate all customer outcome risks relevant to the CX squad in RCSA.

About you

• Success in a customer-focused role, with a track record of increasing NPS and reducing complaints.

• Strong data literacy skills with experience of translating data into actionable insights.

• Confident user of self-serve insight tools such as Qualtrics, Power BI and XMD.

About working for us

Our focus is to ensure we are 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 is why we especially welcome applications from under-represented groups. We are disability confident. So, if you would like reasonable adjustments to be made to our recruitment processes, just let us know.

If you are excited by the thought of becoming part of our team, get in touch.

We would love to hear from you!