At a Glance
- Tasks: Lead customer experience strategy and drive continuous improvement through data and insights.
- Company: Join a forward-thinking company committed to enhancing customer satisfaction.
- Benefits: Enjoy a generous pension, performance bonuses, flexible benefits, and 30 days holiday.
- Other info: Hybrid work model with support for colleagues with disabilities and great career growth opportunities.
- 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 use cases.
The predicted salary is between 55000 - 65000 £ per year.
Senior Customer Experience Strategy Manager 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 employer: Lloyds Banking
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 performance-related bonuses, ensures that your contributions are recognised and rewarded. 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
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how you can enhance their customer experience strategy. We want to see your passion!
✨Tip Number 3
Showcase your analytical skills during interviews. Bring examples of how you've used data to drive improvements in customer experience. Numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Senior Manager Customer Experience Strategy
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 hold back on showcasing relevant achievements!
Showcase Your Analytical Skills:Since strong analytical skills are key for this role, include examples of how you've used data to drive improvements in customer experience. We love seeing how you’ve turned insights into action!
Communicate Clearly:Your ability to tell complex stories in an engaging way is crucial. Use clear and concise language in your application to demonstrate your communication skills. Remember, we’re looking for clarity and impact!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Lloyds Banking
✨Know Your Customer Experience Strategy
Before the interview, dive deep into the company's customer experience strategy. Understand their current initiatives and think about how you can contribute to evolving them. Be ready to discuss specific examples of how you've successfully improved customer experiences in your previous roles.
✨Data-Driven Insights are Key
Since the role involves monitoring customer complaints and using data for improvements, come prepared with examples of how you've used data analysis to drive decisions. Highlight any tools or methodologies you've employed to gather insights and how they led to tangible results.
✨Showcase Your Communication Skills
This position requires excellent communication skills, so practice articulating complex ideas clearly and engagingly. Prepare a few stories that demonstrate your ability to influence stakeholders and lead teams through change, as this will be crucial in your discussions.
✨Be Ready to Innovate
The company is looking for someone who can innovate during high-impact events. Think of examples where you've had to adapt quickly and implement new ways of working. Be ready to share your thought process and how you approached problem-solving in those situations.
