Customer Experience and Communications Assistant Manager

End Date Thursday 10 April 2025 Salary Range £39,825 - £44,250 We support flexible working – click here for more information on flexible working options Flexible Working Options Flexibility in when hours are worked, Hybrid Working, Job Share Job Description Summary 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 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 experience (CX) of the future. Job Description 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. We are recruiting for two Band D roles – one within Black Horse Customer Experience, and one within Lex Autolease Customer Experience. The Customer Experience and Communications Assistant Manager is a brand new role being created in the Customer Experience team. Responsibilities will be varied with scope to work on items across the CX team, providing great progression opportunities. Are you passionate about delivering outstanding customer experiences? Then come and join us! Responsibilities: 1. CX & Communications Improvements You'll work collaboratively with CX Squad members to identify CX improvement opportunities and translate into clear actions plans and have the opportunity to lead 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. 2. 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. 3. Data Analysis and Reporting: Support the creation of data briefs for new communications campaigns. Performing ad-hoc analysis to help find opportunities for CX improvements. Writing 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. Essential capabilities and experience: A customer champion, passionate about improving the customer experience through communications and/or CX improvement initiatives. Consistent demonstration and role modelling our values including a growth mindset. You will be a naturally curious person who is dedicated to continuous improvement and can use this to challenge current thinking and processes constructively. A well organised individual, with strong attention to detail and the ability to manage several projects at once. The ability to build positive relationships with a range of individuals across Transport and the wider Group. Demonstrable experience of improving customer experience with excellent communication and storytelling skills. Strong understanding of the Group risk management framework and experience handling risks and controls through RCSA. Beneficial capabilities and experience A good understanding of the Group Communications Handbook and the requirements it puts on business areas to delivery and manage customer communications. Experience using self-serve insight tools such as Qualtrics, PowerBI and XMD. Understanding of the Transport business and the finance and leasing products. Strategic and critical thinking - the ability to align customer experience initiatives with overall business objectives. Good knowledge of Consumer Duty, particularly the requirements on the Consumer Understanding pillar. 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 Alan Jones (alan.jones@halifax.co.uk) or Rhodri Evans (Rhodri.rw.evans@lloydsbanking.com) 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 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'll 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. 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 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.