Commercial Virtual Assistant Associate - Fixed Term Contract ending 31st December 2025

Lloyds Banking Group; Manchester; Hybrid; GBP 43,000 - 49,000; Full time

Job description

End Date

Monday 28 April 2025

Salary Range

£0 - £0

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

We’re on a journey to transform how we provide our clients with support in our secure app and desktop via our Virtual Assistant (VA). Support varies from providing guidance on how to change a business address through to how to make an international payment in our online channels.

The role is integral in making sure our customers can get quality, accurate help by delivering great support when and where they need it. You’ll manage the content in our Business Mobile Banking App and Desktop Virtual Assistants, focusing on continual improvement, informed by regular and insightful measuring and reporting of performance. You’ll be focussed on making data-led decisions, helping the team set up the reporting to make this happen and proactively identifying opportunities to further improve how we support customers online.

Job Title: Commercial Virtual Assistant Associate - Fixed Term Contract ending 31st December 2025

Location: Primary location is Bristol. Edinburgh, Glasgow, Birmingham, Manchester and Leeds will also be considered.

Salary: £43,803 to £48,670

Hours: Full Time

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

About the Business

Lloyds Banking Group (LBG) is changing and responding to the rapid transformation of our sector, helping us to be the best bank for customers. We're embracing creative, agile and simpler ways of working, to make a difference to the constantly evolving needs of colleagues, customers and our business.

Our Business and Commercial Banking (BCB) division have business clients across a wide variety of sectors - from small businesses to multinational corporations. Many of the clients we support are household names, driving UK growth, and we've pledged to help the UK economy by helping British businesses. Within BCB is our Digital Channels business, which has been built to design and deliver great end to end experiences for our clients across digital.

About This Opportunity

We’re on a journey to transform how we provide our clients with support in our secure app and desktop via our Virtual Assistant (VA). Support varies from providing guidance on how to change a business address through to how to make an international payment in our online channels.

The role is integral in making sure our customers can get quality, accurate help by delivering great support when and where they need it. You’ll manage the content in our Business Mobile Banking App and Desktop Virtual Assistants, focusing on continual improvement, informed by regular and insightful measuring and reporting of performance. You’ll be focussed on making data-led decisions, helping the team set up the reporting to make this happen and proactively identifying opportunities to further improve how we support customers online.

Responsibilities Include:

• Review customers' virtual assistant interactions to identify areas for improvement, increasing customer satisfaction and user experience.
• Propose optimisation changes to drive virtual assistant success metrics (e.g., helpfulness score and abandonment rate).
• Gather data and regularly report on performance, using insight to drive optimisations and shape the backlog/roadmap.
• Upgrade the virtual assistant’s look and tone of voice to align with the Lloyds rebrand.
• Collaborate with product managers, maintaining an understanding of upcoming digital journey changes to ensure the VA is kept up to date.
• Collaborate with developers, communicating and sharing requirements, managing the VA’s build and deployments.
• Stay updated with the latest trends and advancements in AI and VA technologies.

Why Lloyds Banking Group?

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What You’ll Need:

• Ability to build, maintain and influence relationships with stakeholders in Commercial/Business Banking teams and beyond.
• Previous experience and motivation to continuously improve customer-facing journeys and overall customer experience.
• Always trying to find new ways to improve what we do and striving to continually develop your skills to do so.
• Ability to make data-driven decisions and proactive in your approach.

About Working For Us

Our focus is to ensure we're inclusive every day, and build 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%.
• A discretionary 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. We are committed to building a workforce that 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.