At a Glance
- Tasks: Lead customer experience strategy and drive improvements through data-driven insights.
- Company: Join a forward-thinking company focused on enhancing customer satisfaction.
- Benefits: Generous pension, performance bonuses, share schemes, and 30 days holiday.
- Other info: Hybrid work model with support for colleagues with disabilities.
- Why this job: Make a real impact on customer experiences while innovating in a dynamic environment.
- Qualifications: Strong analytical skills, excellent communication, and experience in operationalising AI.
The predicted salary is between 60000 - 75000 £ per year.
Responsibilities:
- Continuously evolve the end state by actively scanning the horizon to understand potential threats, competitor activity, and the evolving needs of our customers.
- Monitor and maintain the effectiveness of the customer complaint experience using data, insight, and critical thinking to identify opportunities for continual improvement.
- Lead the team to deliver experiments and changes to ways of working; identify, test, and land improvements that move us toward the target end state.
- Own the complaints communication landscape, ensuring communications are complaint-compliant and colleagues have the right tools to write brilliant letters.
- Support the operation during high-impact events, innovating and creating new ways of working to expedite customer outcomes.
- Build and maintain key relationships with partners across the business.
Qualifications:
- Ability to balance customer, commercial, colleague, and control considerations within the development and delivery of the strategy.
- Experience in operationalising AI use cases.
- Strong analytical skills and problem-solving techniques.
- Excellent communication skills and ability to tell complex stories in an engaging way.
- Experience of collaborating and influencing stakeholders.
- Knowledge of complaint handling processes and regulations is desired but not essential.
Work Pattern:
Our work style is hybrid: spend at least two days per week, or 40% of your time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments in line with our Flexibility Works policy.
Benefits:
- 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, plus bank holidays
- A range of wellbeing initiatives and generous parental leave policies
Senior Manager Customer Experience Strategy in Birmingham employer: Lloyds Banking Group
As a Senior Manager in Customer Experience Strategy, you will thrive in a dynamic and inclusive work environment that prioritises employee growth and wellbeing. Our hybrid work model allows for flexibility, while our generous benefits package, including a substantial pension contribution and 30 days of holiday, ensures a healthy work-life balance. Join us to be part of a forward-thinking team that values innovation and collaboration, making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager Customer Experience Strategy in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience strategy and think about how your skills can help them evolve. Tailor your answers to show you’re the perfect fit!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining us. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Senior Manager Customer Experience Strategy in Birmingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer experience strategy. We want to see how your skills align with our needs, so don’t be shy about showcasing relevant projects or achievements!
Showcase Your Analytical Skills:Since we value strong analytical skills, include examples of how you've used data to drive improvements in customer experience. We love a good story, so make it engaging and relatable!
Communicate Clearly:Your written application is your first chance to impress us, so keep it clear and concise. Use straightforward language and avoid jargon where possible. Remember, we’re looking for someone who can tell complex stories in an engaging way!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Experience Strategy
Make sure you understand the key elements of customer experience strategy. Familiarise yourself with current trends, competitor activities, and how they impact customer needs. This will help you demonstrate your ability to evolve strategies based on insights during the interview.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've used data and critical thinking to improve customer experiences. Be ready to explain how you identified opportunities for improvement and the outcomes of your initiatives. This will highlight your problem-solving techniques and analytical prowess.
✨Communicate Effectively
Practice telling complex stories in a simple and engaging way. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will not only showcase your communication skills but also your ability to influence stakeholders effectively.
✨Build Relationships
Think about how you've built and maintained relationships in previous roles. Be prepared to share examples of collaboration with partners across the business. This will show your understanding of the importance of teamwork in delivering customer experience strategies.
