Customer Insight 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 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 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. Maybe you’re an existing analyst keen to broaden your skills? Perhaps you already have some experience in root cause analysis of customer feedback, or NPS, and want to help influence actions? Then come and explore this with us! Job Description The Customer Insight Analyst role in Transport sits within the Customer Insight & Analytics team, part of Transport Experience and Insight. Our team is an aggregation of a curious and diverse set of minds that 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 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 is twofold. First, you’ll investigate and unearth the true root cause of dissatisfaction and find opportunities to delight our customers. Second, you’ll tell a robust evidence-based story that influences decision making and drives change. We work in sprints which aims to give each colleague a good variety of tasks and do peer reviews to encourage cross-skilling and collaboration, which really enables learning on the job. And unlike other teams in the business who do similar work to us, you’ll be able to work across multiple data sources to see the bigger picture – so if you’re an NPS authority and want to branch out, or a Complaints RCA specialist who recognises that there is more to know about customer behaviour, or even a research analyst who wants to get closer to customer experience, this is a superb opportunity to broaden your CX skills. Your Core responsibilities: Monitor customer feedback as it comes in to identify key movement drivers, as well as emerging trends Get closer to customers by reading Complaints and NPS verbatim and by "following the thread" investigating individual customer stories to get to the true root cause Liaise with various audiences in Transport and beyond to contextualise data. This will happen for example through overlaying other metrics, calculating propensity and exploring key influencers Run meetings to discuss customer feedback, building customer empathy Be an essential contributor to CX discussions. Your unique position takes you closer to customers than many stakeholders, and ideally places you in a great and credible place to be a customer champion Work with relevant colleagues to understand what proposed initiatives will deliver for customers, then size the impact on key CX performance metrics Plan and project management of specific primary research Essential knowledge, capabilities, and experience: We’re looking for a proficient analyst who has a passion for data and our customers but also someone who is confident, resourceful and keen to develop further. It is essential that you have demonstrable experience in: Data handling, analysis and visualisation – We’re looking for creative data visualisation, core skills around interpreting data and a demonstrable ability to learn how to use new systems An understanding of root cause analysis techniques is essential Story-telling and colleague influence – You’ll need to be able to extract meaning from data and apply it in conversations with colleagues and our stakeholders to assist with wider decision-making Project delivery and action planning – You’ll need to influence and coordinate tasks/actions for yourself, your team and our stakeholders Curiosity and growth mindset – Having a desire to apply and grow your technical skills with us Organising and directly supporting the delivery of a suite of BAU monthly output Identifying time stealing tasks, and setting alternative solutions and / or automation Ideally, it would be advantageous if you also have some experience in any of the following: Statistical forecasting and scenario modelling – You'll be able to develop and test a working hypothesis around what drives current friction points and find opportunities for improvement Risk based reporting – One of our key risk controls is the production of a complaint per thousand CRAM (Conduct Risk Appetite Metric) report, so previous experience in producing risk-based reports will see you in good stead An understanding of Transport products, key CX journeys and processes would be a positive 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 forwardTo find out more about the role please contact Vanessa Rice (vanessa.rice@scottishwidows.co.uk) or Kieran McWatt (Kieran.k.mcwatt@scottishwidows.co.uk) 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. With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers. Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future. Should you wish to contact us for any reason, please email us at: careers@lloydsbanking.com For more Flexible Working Options please use the free text search, e.g. job sharing, variable hours, to identify relevant matches.