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Job Description Summary

Job Description

JOB TITLE: Digital Market Insight Manager - Digital Engagement

LOCATION: Bristol, Birmingham, Leeds, Chester or Manchester

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned above

About this opportunity

Here at Lloyds Banking Group, we run the UK’s largest retail digital bank with over 20 million active users. Moving into 2025 and beyond, driving the mobile first agenda continues to be a key part of LBG’s strategic focus. Customer expectations are continuing to evolve, and more customers than ever are interacting online. The Digital Engagement team is at the heart of serving and supporting customers and colleagues, and we must deliver on three key objectives to do this. Meet more financial needs (by driving digital sales for the group), build a customer centric team (Digitise to mobile first through our customer & Colleague experiences) and deliver a world class personalised app (deliver the UKs no 1 banking app).

The Digital Engagement team works collaboratively across customer channels to identify ways in which we can build deeper, more trusted relationships with our customers. The collaboration in a fast-paced environment, delivering and executing first-class digital experiences, supporting customers to become more financially resilient and improve their digital capability. We strive to offer valuable, innovative and human- like digital banking experiences that are personalised to their individual needs.

As a Market Insights Manager, you’ll be at the forefront of driving innovation and change through understanding our competitor landscape. You’ll bring the outside in, using external insight to shape internal strategies, ensuring we stay ahead of the curve in a fast-evolving retail banking landscape.

Your ability to translate broad data sets into compelling stories, think strategically, and influence will be critical in shaping the future of our customer experience and driving the future vision to become the UK's #1 banking app.

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

Key Accountabilities

• Lead the development and delivery of insight projects that inform business strategy and decision-making, with a lens on competitor trends and segmentation.

• Translate complex data into clear, compelling stories that resonate with senior stakeholders.

• Collaborate with teams across business units to support the wider team on a journey to embed customer and competitor insight into every team across the Group.

• Monitor market trends and competitor activity to identify emerging opportunities and risks.

• Champion a culture of customer obsessed thinking across the organisation.

Key skills required

• Proven experience in a customer insight or strategy role, ideally within financial services or a similarly data-rich environment.

• Strong analytical skills with the ability to synthesise and triangulate data from multiple sources, using both internal and external data.

• Comfortable working in a fast-paced, agile environment with multiple collaborators including third-party suppliers.

• Experience of customer segmentation tools.

• A natural storyteller with excellent communication and presentation skills.

• Strategic thinker with a commercial approach; an understanding of competitor behaviour and wider trends impacting financial services.

• Proficiency in Microsoft 365 (M365) tools, especially Word, PowerPoint, and Teams, to create, collaborate, and present insight driven content effectively.

• A curious, proactive approach with a desire to continuously learn and improve.

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

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.