Customer Experience Lead - Hybrid, Voice of the Customer

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

Job summary

A leading banking group is seeking a Customer Journey Manager to enhance colleague experiences through insights and design. This role entails championing the Voice of the Customer, conducting thorough research, and collaborating with cross-functional teams. The ideal candidate will have robust experience in customer experience, strong analytical skills, and the ability to influence decisions effectively. A hybrid working model offers flexibility, along with an attractive salary and comprehensive benefits package.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

30 days' holiday plus bank holidays

Wellbeing initiatives

Qualifications

• Experience in customer experience, service design, or product development.
• Strong analytical skills and ability to interpret user data.
• Confidence to challenge and influence decisions across teams.

Responsibilities

• Champion the Voice of the Customer by incorporating colleague feedback.
• Conduct direct research with colleagues to assess their needs.
• Facilitate workshops and co-create solutions with stakeholders.

Skills

Customer experience

Analytical skills

Stakeholder engagement

Human-centred design

Agile methodologies

Job description

A leading banking group is seeking a Customer Journey Manager to enhance colleague experiences through insights and design. This role entails championing the Voice of the Customer, conducting thorough research, and collaborating with cross-functional teams. The ideal candidate will have robust experience in customer experience, strong analytical skills, and the ability to influence decisions effectively. A hybrid working model offers flexibility, along with an attractive salary and comprehensive benefits package.