At a Glance
- Tasks: Lead the Customer Experience Strategy team to enhance customer interactions and improve complaint handling.
- Company: Join a forward-thinking finance company focused on customer satisfaction and innovation.
- Benefits: Generous pension, performance bonuses, flexible working, and 30 days holiday.
- Other info: Diversity-focused workplace with excellent career development opportunities.
- Why this job: Make a real impact by transforming customer experiences in a supportive and dynamic environment.
- Qualifications: Strong analytical skills, problem-solving abilities, and experience in customer strategy.
The predicted salary is between 78098 - 91880 £ per year.
Posted date: 4 days ago
Job ID: 157302
We're rebooting an icon and building the future of finance. Find out why you should join us.
Agile Working Options: Job Share; Flexibility in when hours are worked; Hybrid Working
SALARY: £78,098 - £91,880
LOCATION(S): Chester, Birmingham, Edinburgh, Leeds or Halifax
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. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.
What you’ll be doing:
Do you want a career in an area that prides itself on creating brilliant experiences for customers? Then you may thrive in the Customer Complaints and Experience Improvement team! We put customers at the heart of everything we do which supports our Group purpose of Helping Britain Prosper.
You’ll lead the Customer Experience Strategy team where we focus on customers, collaboration, inclusion, and wellbeing for all. This is an energetic, challenging, and supportive environment where you’ll be empowered to put customers at the heart of everything you do. You'll continually think of new ways of doing things, testing new ideas and delivering quickly.
Our teams are primarily Chester and Birmingham based, with Edinburgh, Leeds, and Halifax additional locations.
Why join us?
From building a truly sustainable business to creating a place where people love to work, we’re looking for colleagues who are up for the challenge, who love to push boundaries and can make change happen. Sound like you?
What we’re looking for:
We’re looking for a Senior Customer Experience Strategy Manager to play a key leadership role in transforming our complaint handling experience. You’ll work in partnership with the Colleague Channels Platform team to deliver AI enabled tech change, ensuring it’s fit for purposes, lands with colleagues, delivers value and aligns to the 2030 complaint handling strategy.
Alongside this, you’ll be responsible for ensuring it’s as easy as possible for colleagues to write brilliant letters to our customers. This is a high-impact position suited for a strategic problem solver who is equally comfortable with detail and delivery. They can connect strategy to execution, lead complex activity, and influence across organisational boundaries.
Some of the responsibilities include:
- Continually evolve the end state by actively scanning the horizon to understand potential threats, competitor activity and the evolving needs of our customers.
- Monitoring and maintaining the effectiveness of the customer complaint experience using data, insight, and critical thinking to find opportunities to continually improve.
- Lead your team to deliver experiments and changes to ways of working, you’ll be responsible for identifying, testing and landing improvements which move us towards our target end state.
- Own the complaints communication landscape, ensuring comms are compliant, and colleagues have the right tools in place to write brilliant letters.
- Support the operation during high impact events, innovating and creating new ways of working to expedite customer outcomes.
- Building and maintaining key relationships, with partners from across the business.
What we're looking for:
- Knowledge of complaint handling processes and regulations is desired but not essential.
- The ability to balance customer, commercials, colleague and controls within the development and delivery of the strategy.
- Experience of operationalising AI use cases.
- Strong analytical skills and problem-solving techniques.
- Excellent communication skills and the ability to tell complex stories in an engaging way.
- Experience of collaborating and influencing stakeholders.
This is a place for you:
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 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
Like what you hear? Join us!
Senior Manager Customer Experience Strategy in Chester employer: Lloyds Banking Group
Join a forward-thinking company that prioritises customer experience and employee wellbeing, offering a dynamic hybrid work environment across multiple locations including Chester, Birmingham, Edinburgh, Leeds, and Halifax. With a strong commitment to diversity, equity, and inclusion, we empower our employees through generous benefits, professional growth opportunities, and a culture that values innovation and collaboration. Be part of a team that is dedicated to transforming the future of finance while ensuring a supportive and flexible workplace for all.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager Customer Experience Strategy in Chester
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at networking events. Ask them about their experiences and any tips they might have for landing a role in the Customer Experience Strategy team.
✨Tip Number 2
Prepare for the interview by understanding the company’s values and how they align with your own. Be ready to discuss how you can contribute to creating brilliant customer experiences and driving change.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past where you've successfully tackled challenges, especially in customer experience or strategy roles. This will demonstrate your ability to connect strategy to execution.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission.
We think you need these skills to ace Senior Manager Customer Experience Strategy in Chester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Manager Customer Experience Strategy role. Highlight your experience in customer experience, strategy development, and any relevant AI projects you've worked on. We want to see how you can bring value to our team!
Showcase Your Problem-Solving Skills:In your application, don’t just list your skills—show us how you've used them! Share specific examples of how you've tackled complex problems or improved processes in previous roles. This will help us understand your strategic thinking and execution capabilities.
Communicate Clearly:Since this role involves a lot of communication, make sure your application reflects your ability to convey complex ideas simply and engagingly. Use clear language and structure your thoughts well. We love a good storyteller!
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 about the role and our company culture there!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Experience Strategy
Before the interview, dive deep into the company's customer experience strategy. Understand their approach to complaint handling and how they aim to improve it. This will not only show your genuine interest but also allow you to discuss how your skills align with their goals.
✨Showcase Your Analytical Skills
Prepare examples that highlight your analytical skills and problem-solving techniques. Be ready to discuss how you've used data and insights in previous roles to drive improvements in customer experience. This is crucial for a role focused on evolving strategies based on customer needs.
✨Communicate Effectively
Practice articulating complex ideas in a clear and engaging manner. Since the role involves influencing stakeholders, being able to tell a compelling story about your past experiences will be key. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Collaboration and Inclusion
Highlight your experience in collaborating with diverse teams and stakeholders. Discuss how you’ve fostered an inclusive environment in your previous roles. This aligns perfectly with the company’s values of collaboration and wellbeing, making you a strong fit for their culture.
