About the Company
Lloyds Banking Group is a leading UK-based financial services group, providing a wide range of banking and financial services, primarily in the retail and commercial sectors. With a proud heritage and a commitment to helping Britain prosper, we serve millions of customers and businesses across the country. Our focus on digital innovation and customer-centricity drives our continued success and evolution.
Job Description
We are seeking an experienced and passionate CX (Customer Experience) Manager to join our dynamic team in Cheltenham. In this pivotal role, you will be responsible for defining, designing, and delivering exceptional customer experiences across various touchpoints. You will champion the voice of the customer, leveraging insights to drive strategic improvements that enhance satisfaction, loyalty, and business growth. This is an exciting opportunity to shape the future of customer interactions within a leading financial institution.
Key Responsibilities
- Develop and implement comprehensive CX strategies aligned with overall business objectives.
- Conduct customer journey mapping and persona development to identify pain points and opportunities for improvement.
- Analyze customer feedback (surveys, social media, direct interactions) and operational data to derive actionable insights.
- Collaborate with product, marketing, operations, and IT teams to implement CX initiatives and improvements.
- Lead cross-functional projects to optimize customer touchpoints and ensure a consistent, high-quality experience.
- Monitor and report on key CX metrics, identifying trends and recommending strategic interventions.
- Foster a customer-centric culture across the organization through training and advocacy.
- Stay abreast of industry best practices and emerging trends in customer experience management.
- Manage and mentor a small team of CX specialists, if applicable.
Required Skills
- Proven experience (5+ years) in a Customer Experience, Service Design, or similar role.
- Strong analytical skills with the ability to interpret complex data and derive actionable insights.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
- Demonstrated ability to develop and execute CX strategies.
- Proficiency in CX measurement tools and methodologies.
- Project management skills and experience leading cross-functional teams.
- A deep understanding of customer psychology and behavior.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Psychology, or a related field.
- Certification in Customer Experience (e.g., CCXP).
- Experience within the financial services or a heavily regulated industry.
- Familiarity with Agile methodologies.
Perks & Benefits
- Competitive annual salary and performance-based bonus.
- Generous pension scheme contributions.
- Private medical insurance.
- 25 days annual leave, plus bank holidays, with the option to buy more.
- Flexible working arrangements to support work-life balance.
- Access to a wide range of learning and development programs.
- Employee assistance program and wellbeing support.
- Exclusive discounts on banking products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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