Senior Manager Customer Experience Strategy

Lloyds Banking Group•Halifax, NS

16h•£78,098 - £91,880•Hybrid

About The Position

This role is within the Customer Complaints and Experience Improvement team, focusing on putting customers at the heart of everything the organization does. The Senior Manager will lead the Customer Experience Strategy team, emphasizing customers, collaboration, inclusion, and wellbeing. It's described as an energetic, challenging, and supportive environment where innovation and quick delivery are encouraged. The teams are primarily based in Chester and Birmingham, with additional locations in Edinburgh, Leeds, and Halifax.

Requirements

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.

Responsibilities

Lead the Customer Experience Strategy team.
Continually 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 find opportunities to continually improve.
Lead your team to deliver experiments and changes to ways of working, identifying, testing and landing improvements which move towards the target end state.
Own the complaints communication landscape, ensuring comms are complaint, 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 expediate customer outcomes.
Build and maintain key relationships with partners from across the business.
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.
Ensure it's as easy as possible for colleagues to write brilliant letters to customers.