Client Experience Manager, CIB Insights

Lloyds Banking Group; West Midlands; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounts and lifestyle benefits

28 days' holiday plus bank holidays

Wellbeing initiatives and parental leave policies

Job summary

A leading banking institution in the UK is seeking an Assistant Manager for the CIB Customer Experience team. This full-time role involves designing client experience programmes, analysing feedback data to generate insights, and collaborating with stakeholders. The ideal candidate has a strong background in research methods and excellent communication skills. The position offers a hybrid working model and a generous benefits package.

Qualifications

• Strong knowledge of qualitative and quantitative research methods.
• Skills in data manipulation and analytics with a focus on storytelling.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Design and manage client experience programmes across CIB.
• Analyse data from multiple sources to generate actionable insights.
• Collaborate with external research agencies for market benchmarking.

Skills

Qualitative research methods

Quantitative research methods

Data manipulation and analytics

Data visualisation

Excellent communication skills

Understanding of commercial banking

Job description

This position is no longer open for applications

Salary: GBP39825 - GBP44250 per annum

LOCATIONS: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

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!

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