Assistant Manager, CIB Customer Experience

lloyds banking group; Birmingham; Hybrid; GBP 39,000 - 45,000; Full time

Job summary

A leading banking organization is seeking an Assistant Manager for the CIB Customer Experience team. This role involves designing and managing customer experience programmes, analyzing data for insights, and collaborating with external agencies. The ideal candidate will have strong qualitative and quantitative research skills and excellent communication abilities. Join us in a hybrid working environment with benefits including a generous pension contribution and an annual performance-related bonus.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping benefits

28 days’ holiday plus bank holidays

Wellbeing initiatives

Qualifications

• Strong knowledge of qualitative and quantitative research methods and data interpretation.
• Skills in data manipulation, analytics and visualisation with a focus on storytelling.
• Ability to manage multiple priorities in a fast-paced, project-led environment.
• Excellent communication skills and confidence working with senior stakeholders.

Responsibilities

• Design and manage client experience programmes across CIB.
• Analyse data from multiple sources to generate actionable insight.
• Collaborate with external research agencies.
• Develop and maintain tailored qualitative and quantitative research.
• Engage senior leaders with clear recommendations.
• Create innovative data visualisations and reporting.

Skills

Qualitative research methods

Quantitative research methods

Data manipulation

Analytics and visualization

Communication skills

Experience with client insight programmes

Job description

Job Details

End Date: Tuesday 23 September 2025

Salary Range: £39,825 - £44,250

Flexible Working Options: Hybrid Working, Job Share, Reduced Hours

Location: Bristol, Manchester, Birmingham or Edinburgh

Hours: Full-Time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week or 40% of your time at one of our office sites

Job Description

Job Title: Assistant Manager, CIB Customer Experience

About the Role

An exciting opportunity to join the CIB Client Experience (CX) team, to drive the design and management of CX programmes to understand and interpret client feedback and insight. This is critical in order to inform CIB’s strategic initiatives and BAU investment, and to identify areas for improvement for our clients.

What you\'ll be doing

• Design and manage client experience programmes across CIB, including feedback and journey mapping
• Analyse data from multiple sources to generate actionable insight and support strategic decision-making
• Collaborate with external research agencies to deliver market benchmarking and propositional testing
• Develop and maintain tailored qualitative and quantitative research to support key initiatives
• Engage senior leaders with clear, practical insight and recommendations
• Create innovative data visualisations and reporting to inform and influence stakeholders

Why Lloyds Banking Group

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

What you\'ll need

• Strong knowledge of qualitative and quantitative research methods and data interpretation
• Skills in data manipulation, analytics and visualisation with a focus on storytelling
• Ability to manage multiple priorities in a fast-paced, project-led environment
• Excellent communication skills and confidence working with senior stakeholders
• Understanding of commercial banking products and client segments
• Experience running client insight programmes would be useful

About Working For Us

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. 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
• 28 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!

At Lloyds Banking Group, we\'re driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you\'ll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you\'ll have many opportunities to learn, grow and develop.

We keep your data safe. So, we\'ll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We\'ll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We\'re focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.