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- Tasks: As a Customer Performance Manager, you'll analyse data to enhance customer experiences in insurance.
- Company: Join Lloyds Banking Group, a leader in financial services with a commitment to sustainability and diversity.
- Benefits: Enjoy flexible working, generous pension contributions, 30 days holiday, and wellbeing initiatives.
- Why this job: Make a real impact on customer outcomes while developing your skills in a supportive environment.
- Qualifications: Experience in data analysis and strong communication skills are essential for this role.
- Other info: We celebrate diversity and welcome applications from all backgrounds, ensuring an inclusive workplace.
The predicted salary is between 51000 - 59000 £ per year.
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Customer Performance Manager
Apply locations Leeds time type Full time posted on Posted Yesterday time left to apply End Date: July 3, 2025 (13 days left to apply) job requisition id 136788
End Date
Wednesday 02 July 2025
Salary Range
£59,850 – £66,500
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job Share, Reduced Hours
Job Description Summary
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Job Description
JOB TITLE: Customer Performance Manager
SALARY: The salary banding for this role is £59,850 – £66,500
LOCATION: Leeds
HOURS: 35 hours, full time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
About this opportunity
We have an exciting opportunity to join the Lloyds Bank General Insurance Ecosystem team as a Customer Performance Manager. The Ecosystem team work with external partners to give customers a range of products that meet all their protection needs including motor and pet insurance.
In this role you’ll be responsible for ensuring that customers receive a high-quality service and product from our partners that delivers great customer outcomes. You’ll use your analytical skills to monitor and understand supplier performance and to ensure that all our internal governance and regulatory responsibilities are met. Where gaps are identified you’ll work with stakeholders to develop actions plans and ensure that they are delivered.
You’ll work with suppliers to continually develop reporting to drive efficiency for both parties Enhancing our current range of insights you’ll build a comprehensive picture of performance, identifying new areas to explore and challenging existing processes.
Using your experience of the insurance sector and our customers you’ll be able to interpret results and identify improvements to our products and services. Your knowledge of the FCA’s Consumer Duty and the regulatory environment will help you contextualise performance and identify areas to improve.
Why Lloyds Banking Group
From building a truly sustainable business to creating a place where people love to work, we need colleagues who are up for the challenge of our bold ambitions. Who are excited to push boundaries and make change happen. Together, we can grow with purpose.
What will I be doing?
- Responsible for collating and reviewing data from internal sources and external partners to understand customer experience and outcomes across a number of products including motor and pet insurance
- Responsible for articulating what the results mean in relation to customer outcomes and adherence to regulation, including the FCA’s Consumer Duty
- Working collaboratively with customers/partners to develop action plans to improve performance
- Identifying risks and potential customer harms and ensuring that the right mitigations are in place
- Completing all required product and Consumer Duty governance
- Providing customer insights to the Ecosystems team so we can ensure the customer stays at the heart of everything we do
- Supporting the next phase of our Consumer Duty analytics, embedding capabilities to drive actionable insights and influencing collaborators to deliver change focussed on improving customer outcomes.
- Building strong networks to be able to put data driven insights into context driving action plans to improve our service and proposition for customers.
What you’ll need
- Experienced in data analysis, customer data, MI and trends
- Strong communication and interpersonal skills, including negotiation and customer/partner management
- Experience of being able to work independently and in a team environment, showing leadership skills to the team
- Strong attention to detail
- Excellent presentation skills and telling a story through data and articulating trends
- Think fast on feet. Able to consider the bigger picture and understand risks, constraints and other considerations
Our focus is to ensure we\’re 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’s why we especially welcome applications from underrepresented groups.
We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know
We also offer a wide ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30 days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
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.
About Us
With 320 years under our belt, we\’re used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.
Here, you\’ll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.
For more Flexible Working Options please use the free text search, e.g. job sharing, variable hours, to identify relevant matches.
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Customer Performance Manager employer: Lloyds Bank plc
Contact Detail:
Lloyds Bank plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Performance Manager
✨Tip Number 1
Familiarise yourself with the FCA's Consumer Duty and regulatory environment. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to ensuring compliance and improving customer outcomes.
✨Tip Number 2
Network with professionals in the insurance sector, especially those who have experience in customer performance management. Engaging with industry peers can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data analysis to drive improvements in customer service or product offerings. Being able to articulate your past successes will set you apart from other candidates.
✨Tip Number 4
Showcase your communication and interpersonal skills during any interactions with the company. Whether it's through networking or interviews, demonstrating your ability to collaborate effectively with partners and stakeholders is crucial for this role.
We think you need these skills to ace Customer Performance Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in data analysis and customer management. Use specific examples that demonstrate your analytical skills and how you've improved customer outcomes in previous roles.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss your understanding of the FCA's Consumer Duty and how your background aligns with the responsibilities of the Customer Performance Manager position.
Highlight Relevant Skills: Emphasise your strong communication and interpersonal skills, as well as your ability to work independently and collaboratively. Provide examples of how you've successfully managed relationships with partners or stakeholders.
Showcase Your Analytical Experience: Detail your experience with data analysis and reporting. Mention any tools or methodologies you are familiar with, and explain how you've used data to drive performance improvements in past roles.
How to prepare for a job interview at Lloyds Bank plc
✨Showcase Your Analytical Skills
As a Customer Performance Manager, you'll need to demonstrate your ability to analyse data effectively. Prepare examples of how you've used data analysis in previous roles to drive improvements or inform decision-making.
✨Understand the Regulatory Environment
Familiarise yourself with the FCA's Consumer Duty and other relevant regulations. Be ready to discuss how these impact customer outcomes and how you can ensure compliance in your role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer issues. Think of specific scenarios where you've identified risks or implemented action plans to improve performance.
✨Demonstrate Strong Communication Skills
Effective communication is key in this role. Practice articulating complex data insights clearly and concisely, as well as how you would collaborate with partners to enhance customer experiences.
