At a Glance
- Tasks: Lead the Customer Experience Strategy team to enhance customer interactions and drive innovative solutions.
- Company: Join a forward-thinking finance company focused on customer-centric experiences.
- Benefits: Generous pension, performance bonuses, flexible working, and 30 days holiday.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real impact in transforming customer experiences with cutting-edge AI technology.
- Qualifications: Strong analytical skills, problem-solving abilities, and experience in customer strategy.
The predicted salary is between 78098 - 91880 £ per year.
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!
Hybrid: Senior CX Strategy Lead (AI-Enabled) in Halifax employer: Lloyds Banking Group
Join a forward-thinking company that prioritises customer experience and employee wellbeing, offering a hybrid working model across vibrant locations like 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 supportive work culture that encourages innovation and collaboration. Be part of a team that is dedicated to transforming the future of finance while ensuring a fulfilling and rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid: Senior CX Strategy Lead (AI-Enabled) in Halifax
✨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 innovation in complaint handling.
✨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 of helping Britain prosper.
We think you need these skills to ace Hybrid: Senior CX Strategy Lead (AI-Enabled) in Halifax
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior CX Strategy Lead role. Highlight your experience in customer experience strategy 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 to solve complex problems in the past. We love candidates who can connect strategy to execution, so share specific examples that demonstrate your analytical prowess.
Communicate Clearly:Your written communication should be engaging and clear. Remember, you'll be leading a team and influencing stakeholders, so use your application to showcase your ability to tell complex stories in an easy-to-understand way. We’re all about clarity here!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. 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
Before the interview, dive deep into the company's customer experience strategy. Understand their approach to complaint handling and how they leverage AI in their processes. This will not only show your interest but also allow you to discuss how your experience aligns with their goals.
✨Showcase Your Analytical Skills
Be prepared to discuss specific examples where you've used data and critical thinking to improve customer experiences. Highlight any past projects where you identified opportunities for improvement and the impact of those changes. This is crucial for a role focused on evolving customer strategies.
✨Communicate Clearly and Engagingly
Practice articulating complex ideas in a simple 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.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle high-impact events. Think of examples where you had to innovate under pressure or lead a team through a challenging situation. This will demonstrate your capability to thrive in a dynamic environment.
