Head of Customer Interactions (x2 positions)

Head of Customer Interactions (x2 positions)

Lloyds Banking Group

Bristol Harbourside, Halifax Trinity Road, London 125 London Wall - Hybrid working in one of these offices 2 days per week and the rest from home.

Salary & Benefits: £111,469 to £140,216 per annum (location & experience dependent), personal bonus scheme, 15% employer pension contribution, private medical insurance, flexible benefits system, 30 days holiday plus bank holidays.

We also offer flexible working hours, agile working practices and other flexible options to support a good work-life balance.

Summary;

We're searching for a Customer Interactions expert who can help our Consumer Businesses grow faster. You'll be responsible for galvanising a team of technical and non technical people to meet the needs of our customer through creating personalising and tailored experiences across the traditional 121 marketing channels. This team helps support 1 in 5 sales across Lloyds Banking Group and our ambition is to lift that further.

If this speaks to you - then read on.

What is the role?

There are two positions available carrying out the same role focusing on differing sets of products, the first leading Consumer Lending Interactions and the second leading Insurance, Pensions & Investments Interactions.

You'll leverage data using the latest techniques across data science, analytics, and measurement to improve our contact to outcome rations across product and non product aligned customer needs - designing interactions that take account of inferred and declared needs of customers.

We're looking for someone that thinks about customer journeys, interactions and customer first - not just the boundaries of their plan.

Reporting to the Director of Customer Interactions, you'll be responsible for ensuring the team delivers on the commitments made to deepen the relationships with our customers through personalising their experiences.

Key responsibilities;

• Ensure new Personalised Experience Communication capabilities are demonstrated across interactions.

• Work collaboratively across CCO alongside a range of external partners to continuously optimise customer interactions. Whilst leading the ambition to connect the interactions eco system to drive more personalised decisioning across the group.

• Ensure that whilst the team strives forward at pace, they are maintaining the highest degree of risk, control and governance.

What do we need to see from applicants?

We like people who come from diverse cultural or industry backgrounds and are looking for someone knowledgeable within this field of work, with good leadership skills and excellent communication. On your CV, we need to see the following to consider you for interview:

• Prior experience working in one of these style roles or similar: Head of Products, Head of Marketing or Head of Customer Interactions. We're looking to be extraordinary in our customer interactions!

• Staff management experience, ideally 30+ multidisciplinary staff (technical and non-technical).

• Outstanding understanding of customer contact strategy and associated levers to deliver more personalised experiences, particularly interactions via digital channels as well as 1-2-1 and our extensive Branch network and call centres.

• Strong commercial skills with a core understanding of how value is created for the customer and business. You'll know "what good looks like".

• Broad relevant knowledge based; i.e digital marketing, analytics & reporting, customer modelling. Any exposure to machine learning or other sophisticated techniques helpful.

• A clear ability to translate analytics and modelling into commercial stories that are both sharp in narrative and compelling in nature.

• Experience working within a modern Agile environment, using modern data engineering practices.

About working for us;

We want our people to feel that they belong and can be their 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.

We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.