Customer Insight Manager

Lloyds Banking Group; Manchester, Newport; Hybrid; GBP 40,000 - 70,000

Job description

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Agile Working Options

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

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.

Our wider purpose is to develop insights and drive action-plan responses to improve the customer experience (CX). We exist to inform decision-making with facts. We do that by seeking out and crafting practical and usable insight, spotting great ideas as well as telling compelling and convincing stories.

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-term 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. To find out more about the role please contact Vanessa Rice (v [e-mail]) or Kieran McWatt ([e-mail]).

In return, the role will provide the opportunity to learn new skills and to work in a fast-paced but collaborative work environment! We have a truly inclusive culture and greatly value the diversity of thought to really make a difference for our customers.

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 very 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.

Our continued commitment to helping Britain prosper means that as a colleague you can make a difference to customers, businesses and communities.

Together we have a key role to play in shaping the bank of the future, whilst the scale and reach of our Group means you will continue to have opportunities to learn, grow and develop.

We're focused on creating a values-led culture, and our approach to inclusion and diversity means that we all have the opportunity to make a real difference, together.

As part of the Group's commitments as a result of ring-fencing legislation, colleagues based in the Crown Dependencies are required to be exclusively dedicated to the non-ring-fenced bank and its subsidiaries. This means that colleagues who are based in the Crown Dependencies would not be able to undertake roles for the Ring Fenced Bank from their existing location and would need to consider relocation when applying for roles.

By joining our Talent Community your profile will be visible to our recruitment teams, who are constantly looking to match outstanding talent with our current and future opportunities. Just complete the short form and we’ll be able to keep you up to date.

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're focused on creating a values-led culture and are committed to building a workforce which 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.