Customer Experience and Communications Assistant Manager

Lloyds Banking Group; Newport; Hybrid; GBP 39,000 - 49,000; Full time

Job description

JOB TITLE: Customer Experience & Communications Assistant Manager

SALARY: £39,825pa to £48,675pa plus the benefits listed below

LOCATIONS: Newport or Manchester

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week currently, or 40% of our time, at our offices. Our Northwest hub is currently Heathside Park in Cheadle, and we'll be moving to Manchester Portland Street over the summer. Our Wales hub is currently in Newport Tredegar Park and will move to Cardiff in 2026.

At Lloyds Banking Group, we're all driven by our purpose, to Help Britain Prosper. It's why we exist - it's our reason to get out of bed in the morning. The choices we make, our success and our future really matter. But the world is changing, fast. And we're changing too. It's never been a more exciting time to join us as we transform our business to shape finance as a force for good.

Want to hear more?

Join our Transport Experience and Insight Team at an exciting time and help us move faster forward for our customers! We focus on improving the customer, channel, and colleague experience, as well as driving commercial growth through data-driven insights, compelling storytelling, optimisations, and Direct to Consumer products. Our mission is to fulfil Transport's goal of Keeping Britain Moving. We envision delivering a brilliant customer experience through data and insights, responding to changing customer needs, and creating a great workplace for our colleagues.

Within the Transport Experience and Insight team, the Black Horse and Lex Autolease Customer Experience (CX) teams use actionable insight to identify and deliver initiatives that help transform the customer experience and improve customer outcomes. Ownership of the Transport Customer plan, customer communications, RCSA controls, and leading CX Squads & CX Strategy is under our responsibility.

Your accountabilities will include:

CX & Communications Improvements

• Work collaboratively with CX Squad members to identify CX improvement opportunities and translate into clear actions plans, leading on small change CX initiatives ensuring customer benefits are tracked post implementation.

• Support the CX squads with monthly meetings, producing papers, tracking actions and identifying topics for discussion.

• Support customer communications changes from design through to testing and release, gathering relevant implementation evidence to meet our audit and controls requirements.

• Use self-serve tools to monitor CX and take action on feedback from customer NPS surveys and complaints.

Governance and Controls

• Support with the management of risks and controls by carrying out control assessments in line with agreed due dates.

• Identify new controls as required as well as opportunities to improve existing controls including automation where possible.

• Assist in maintaining the Transport Communications Procedure guide and the Customer Communications Landscape Log.

Data Analysis and Reporting

• Support the creation of data briefs for new communications campaigns.

• Perform ad-hoc analysis to help find opportunities for CX improvements.

• Write monthly reports for the Transport Senior Leadership Team on our performance against our Group Customer Dashboard (GCD) and Consumer Duty (CD) targets as well as progress updates from the Customer Plan.

About you

• Experience using self-serve insight tools such as Qualtrics, PowerBI and XMD.

• Understanding of the Transport business and the motor finance and leasing products.

• Demonstrable experience of improving customer experience with excellent communication and storytelling skills.

• Good knowledge of Consumer Duty, particularly the requirements on the Consumer Understanding pillar.

• A well-organised individual, with strong attention to detail and the ability to manage several projects at once.

• Strong understanding of the risk and control self-assessment (RCSA) frameworks.

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. 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 provide adjustments that are reasonable 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

• 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!