At a Glance
- Tasks: Lead a team to enhance customer experience and innovate complaint handling strategies.
- Company: Join a forward-thinking company committed to inclusivity and wellbeing.
- Benefits: Enjoy a generous pension, performance bonuses, tailored benefits, and 30 days holiday.
- Other info: Flexible hybrid working and a commitment to diversity and inclusion.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Strong analytical skills and experience in strategy development are key.
The predicted salary is between 60000 - 75000 € per year.
LOCATION(S): Chester, Birmingham, Edinburgh, Leeds or Halifax
HOURS: Full-time
WORKING PATTERN: Hybrid – at least two days per week (40% of time) at one of our office sites. Workplace adjustments are available, including flexible hybrid arrangements, in line with our Flexibility Works policy.
Overview
You will lead the Customer Experience Strategy team, focusing on customers, collaboration, inclusion, and wellbeing. The role involves developing and executing an AI‐enabled complaint handling strategy, aligning with the 2030 complaint handling plan, and ensuring the process delivers value for both customers and colleagues.
Responsibilities
- Continuously evolve the end state by scanning the horizon for potential threats, competitor activity, and evolving customer needs.
- Monitor and maintain the effectiveness of the customer complaint experience using data, insight, and critical thinking to identify opportunities for improvement.
- Lead your team to deliver experiments and changes to ways of working, identifying, testing, and landing improvements that move us towards our target end state.
- Own the complaints communication landscape, ensuring communications are complaint‐compliant and colleagues have the tools to draft letters effectively.
- Support operations 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
- Knowledge of complaint handling processes and regulations (desired but not essential).
- Ability to balance customer, commercial, colleague, and control considerations in strategy development and delivery.
- Experience operationalising AI use cases.
- Strong analytical skills and problem‐solving techniques.
- Excellent communication skills and the ability to tell complex stories engagingly.
- Experience collaborating and influencing stakeholders across organisational boundaries.
Benefits
- Generous pension contribution up to 15%
- Annual performance‐related bonus
- Share schemes including free shares
- Benefits that can be tailored to your lifestyle, such as discounted shopping
- 30 days holiday, with bank holidays on top
- Wellbeing initiatives and generous parental leave policies
Inclusivity
Our company is a Disability Confident Leader, guaranteeing 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. Reasonable adjustments are available throughout the recruitment process.
Senior Manager Customer Experience Strategy in London employer: Lloyds Banking Group
As a Senior Manager in Customer Experience Strategy, you will thrive in a dynamic and inclusive work environment that prioritises collaboration and employee wellbeing. With generous benefits such as a 15% pension contribution, tailored lifestyle perks, and a commitment to inclusivity, our company fosters professional growth and innovation, making it an exceptional place to advance your career while positively impacting customer experiences across multiple locations including Chester, Birmingham, Edinburgh, Leeds, and Halifax.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager Customer Experience Strategy in London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through our website. Ask them about their experiences and any tips they might have for landing the role. Personal connections can make all the difference!
✨Tip Number 2
Prepare for the interview by understanding our customer experience strategy inside out. Familiarise yourself with AI in complaint handling and think of examples where you've used data to drive improvements. Show us how you can add value!
✨Tip Number 3
Practice your storytelling skills! We love candidates who can communicate complex ideas clearly and engagingly. Think about how you can present your past experiences in a way that highlights your problem-solving abilities.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can keep you top of mind. It shows your enthusiasm for the role and gives you another chance to reiterate why you're the perfect fit for our team.
We think you need these skills to ace Senior Manager Customer Experience Strategy in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Manager Customer Experience Strategy. Highlight your experience with complaint handling and any AI projects you've led. We want to see how your skills align with our goals!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can contribute to our team. Keep it engaging and relevant to the job description.
Showcase Your Analytical Skills:Since this role involves a lot of data analysis, make sure to include examples of how you've used data to drive improvements in customer experience. We love seeing critical thinking in action!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to keep track of your application and ensure you don’t miss out on any updates!
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 current customer experience strategy. Understand their approach to complaint handling and how AI is integrated. This will help you speak confidently about how your experience aligns 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 to improve customer experiences in the past. This will demonstrate your ability to monitor and maintain effectiveness in complaint handling.
✨Communicate Effectively
Practice telling complex stories in an engaging way. Think of a few scenarios where you successfully communicated difficult concepts to stakeholders. This will showcase your excellent communication skills, which are crucial for this role.
✨Build Relationships
Be prepared to discuss how you've built and maintained key relationships across different teams. Share specific examples of collaboration and influence, as this role requires working closely with various partners within the business.
