Customer Insight Manager

Lloyds Banking Group; Manchester; On-site; GBP 59,000 - 67,000

Job description

End Date

Thursday 10 April 2025

Salary Range

£59,850 - £66,500

Flexible Working Options

Flexibility in when hours are worked, Hybrid Working, Job Share

Job Description Summary

Role purpose: Understand and champion our customers to shape our Strategy and Change agenda.

Join our Transport Experience and Insight Team at an exciting time! We focus on enhancing the customer, channel, and colleague experience, as well as driving commercial growth through data-driven insights, compelling storytelling, optimisations, and Direct to Customer 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.

If you're not already “in”, there has never been a better time to join the Transport division. We’re going through a dynamic change programme and have ambitious plans for shaping the customer experiences of the future. Are you an outstanding analyst, Root Cause Analysis (RCA) specialist, exceptional storyteller, and leader, wanting to broaden your skills? Or perhaps you need some line management experience as your next step on your way to a senior manager role? Then come and explore this with us!

Job Description

The Customer Insight Manager role in Transport sits within the Customer Insights & Analytics team, part of Transport Experience & Insight team. Our team is an aggregation of a curious and diverse set of minds who work closely together and are passionate about understanding and championing our customers’ present and future needs.

Your role within that purpose will be to lead a team of analysts and drive our insights agenda. Your core purpose will be to understand the true root cause of customer dissatisfaction, and find opportunities to delight our customers. Practically this means finding opportunities to change our existing customer journeys, processes, and policies. You will work independently within 5 Transport squads made up of empowered representatives from key business Transport areas.

Your immediate insights peer group will comprise of 3 other Managers; another Customer Insights Manager, an Executive Reporting Manager and an NPS Programme Manager. This means you will have excellent peer support and expertise but also be expected to work together as a leadership team to ensure that the function operates effectively with data management, insight and RCA robust practices, as well as agility and a strong growth mindset.

Your core responsibilities:

• Management and delivery of deep analysis through a Sprint mechanism, allocating and personally delivering analysis that is timely and meaningful, with clear take outs
• Interrogate key Customer performance metrics to find opportunities to remove customer harms, and delight
• Supervise and take part into detailed root cause analysis and complaints thematics - delving deep into segment analysis
• Monitor key CX metrics in month (NPS, Complaints, performance vs forecast) that support Transport’s input into the Group Customer Dashboard and take investigative steps to pre-empt and understand adverse or emerging trends
• Run post implementation reviews to assess CX impact against expectations and extract key takeaways
• Form strong stakeholder bonds to become a trusted advisor and a source of positive challenge to the status quo. A key element of the role is maintaining a strong and independent view, solely based on facts and hard evidence. You will also need to be able influence and work jointly towards a shared outcome that results in improvements to our customers’ experiences.
• Role-model the principles of LBG’s complaints framework, RCA practices in particular and ensure the team has a strong grasp on our commitments, and deliver RSCA controls actions
• Drive automation of CX metrics, and promote self-serve with stakeholders to align with our wider ambition of Consumer Lending being “the most data driven area of the Bank”
• Coach and support the delivery and development plans of the analysts, ensuring adherence to strong data management principles and team standards with regard to data, storytelling and efficient delivery.

Essential knowledge, capabilities, and experience

• Extensive analysis experience using a range of techniques: data manipulation through pivots or equivalent, data triangulation, forecasting, impact assessment, scenario building, trend tracking, hypothesis formulation and testing
• Storytelling and visualisation – We’re looking for a storyteller, able to articulate engaging insights to a range of audiences. You’ll enthuse and convince colleagues to take action thanks to compelling and evidence-driven stories.
• Experience in Complaints Forecast / forecast techniques incl. enhancements and limitations
• Understanding of and experience in using statistical techniques such as statistical significance and regression modelling
• Deep understanding of root cause analysis techniques
• Confident operating in a highly numerate environment and communicating sometimes difficult messages across varied audiences, including very senior audiences, always adapting your style to both context and personalities but remaining evidence-based
• Ideally previous line management responsibilities but more importantly experience in coaching and inspiring others for high performance
• Strong project management capabilities, adaptable and able to juggle and prioritise many different demands while delivering to key commitments and managing stakeholders’ expectations
• A long terms strategic mind to identify and deliver opportunities such as MI automation, rationalisation of outputs or closing MI gaps

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 North West 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.

Why should you apply?

You’ll be part of a supportive team who work in a variety of flexible ways to accommodate your work-life balance. We have a truly inclusive culture and greatly value the diversity of thought to help continuously drive us forward.