Customer Engagement Manager

Lloyds Banking Group; Leeds; Hybrid; GBP 59,000 - 67,000; Full time

Job description

End Date

Wednesday 07 May 2025

Salary Range

£59,850 - £66,500

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

Job title: Customer Engagement Manager

Location: Leeds

Salary: £59,850 - £66,500

Hours: Full time

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

About this opportunity:

Established in 1997, we're LBG’s retail stockbroking arm providing an execution-only share dealing service to half a million customers. With substantial investment being made over the coming years in a new platform and improved customer journeys, we're poised for significant growth.

The Customer Engagement Manager will own the delivery of online customer journey changes for the investment and pension products to improve customer experience and increase engagement. To successfully deliver improvements, you'll lead a team of 3 Assistant Managers to work alongside colleagues from across the group including Marketing, Risk, Mass Affluent and the operational and Lab teams within D2C Investments Platform.

We're looking for someone with excellent leadership, interpersonal, and delivery skills. The ability to communicate and influence a wide range of key partners is vital. It’s all about combining your knowledge of excellent customer experience with a commercial approach to deliver innovative online improvements. You're creative and have a proven track record of analysing customers’ needs and behaviours, turning them into sound recommendations, and seeing them through to delivery.

What you’ll be doing:

• Directing a team to implement initiatives and activities that transform customer journeys.
• Set strategic direction for the investments journeys and prioritise backlog and roadmap.
• Delivering the commercial objectives through online change for D2C Investments with a focus on retention and customer satisfaction (NPS) targets.
• In-depth analysis and understanding of performance, with the ability to shape insight into proposals for future development.
• Ensuring a collaborative approach across a broad range of internal and external partners.
• Build relationships with Products, Commercial, Marketing, and 3rd parties to deliver customer experience improvements.

What you’ll need:

• Confirmed leadership with experience of implementing initiatives and promoting a positive culture.
• Experience of setting strategic direction for journeys and prioritising a backlog and roadmap in a regulated environment.
• Strong analytical skills with proficient expertise in identifying, driving, and delivering online change.
• Experience of influencing with integrity through clear analytical thinking and communication skills.
• Specialist product knowledge in one or more of the following is beneficial but not crucial: Investments, Stockbroking, Pensions, Protection, or Wealth.

About working for us:

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

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.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We’re proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide reasonable adjustments throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition, or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know!

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.
• 30 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.