Day to Day Payments Customer Connections Manager
| Posting date: | 24 May 2024 |
|---|---|
| Salary: | £57,546 to £75,780 per year |
| Hours: | Full time |
| Closing date: | 07 June 2024 |
| Location: | Leeds, West Yorkshire, LS1 4AP |
| Company: | Lloyds Banking Group |
| Job type: | Permanent |
| Job reference: | 113468_1716531322 |
Summary
JOB TITLE: Day to Day Payments Customer Connections Manager
SALARY: From £57,546 (depending on location)
LOCATION(S): Leeds, Edinburgh, Manchester, London or Bristol
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days) in an office site
About this opportunity
Everyday Banking (EDB) is the at the heart of our growth strategy with our Current Account and Overdrafts, Savings and Payments products supporting our mission to provide the best products for our UK customers and to grow relationships of the bank.
The Customer Connections Manager (Digital Wallets) is a key leadership role that works in partnership with the Senior Manager Customer Connections in EDB's Day to Day Payments team to deliver the commercial results of the organisation driven by the personalisation of our propositions as we communicate to customers, improve customer experience in our mobile app and deliver in support of our products. Creating brand differentiating engagement with our Chief Customer Office and Brands Marketing and Experience colleagues, with regulatory compliant products.
You'll report into our Senior Manager of Customer Connections in the EDB Day to Day Payments team to:
- Support the delivery of the customer volume targets based on a deep understanding of customer behaviours and drivers of customer activity to improve customer conversion, funnel improvement, activation, engagement and retention
- Collaborate with the Senior Leadership Team in the delivery of the commercial revenue targets with clear understanding of commercial drivers and P&L management
- Apply UX, design knowledge and a mobile first mindset to deliver best-in-class personalised customer experiences, in partnership with lab design teams
- Deliver strong customer engagement to deliver constant improvement of the customer experiences driven by mobile first solutions resulting in better customer retention and deepening relationships
- Raise the bar on communicating with customers and work with BMX and CCO to drive these changes informed by best-in-class practices and using personalisation where possible
About us
From building a truly sustainable business to creating a place where people love to work, we need colleagues who are up for the challenge of our bold ambitions. Who are excited to push boundaries and make change happen. Together, we can grow with purpose.
What you'll need!
We'll be looking for these skills and experiences. But we know careers, like life, don't always go in a straight line. So, if you don't have some of these but think you've got what it takes, get in touch. We're hiring for attitude, experience, and expertise in equal measure.
- Be Customer Centric - Promoting value of customer outcomes with team and peers and ensuring work efforts achieve these. Independently makes decisions based on understanding of customer behaviours and trends to anticipate their needs to steer and present targeted, integrated, and outcome-focused solutions and opportunities.
- Be Commercially Driven - Focusing on business performance ensuring our products meet our customers' needs and support our growth strategy and business objective to build deep customer relationships.
- You'll understand our Control and Regulatory environment - Understanding the regulatory environment and applying knowledge of the relevant rules to your product decisions. Ensuring we deliver great customer outcomes that meet with regulatory requirements. Identify, measure, manage, monitor, & report on risks.
- Have a Product Innovation & Development mentality - Applying the relevant customer, business and market analysis methodology to understand the customer and market landscape and translate the understanding into new and innovative product ideas. Using varied experience to support the product to delivery and market.
- You'll be Product Delivery focused - Defining the product roadmap and leading end-to-end product development. Using varied experience to drive the design and development team to deliver quality product at pace.
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 want our people to feel that they belong and can be their best, regardless of background, identity or culture.
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.
And it's why we especially welcome applications from under-represented groups.
We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual bonus award, subject to Group performance
- 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
Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey.
Proud member of the Disability Confident employer scheme