Manager - Customer Journeys, BCB Financial Wellbeing

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We support flexible working - click here for more information on flexible working options

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Job Description Summary

Job Description

JOB TITLE: 131713 Manager - Customer Journeys, BCB Financial Wellbeing

SALARY: £59,580 - £66,500

LOCATIONS: Bristol, Birmingham, Edinburgh, Glasgow

HOURS:Full-Time

WORKING PATTERN:Our work style is hybrid, which involves spending at least two days per week or 40% of our time at one of our office sites

About This Opportunity

We're a vibrant and innovative team, dedicated to enhancing the financial wellbeing of small British businesses. Our mission is to create and continually improve customer-centric journeys that empower our customers and drive sustainable growth.

We're looking for someone who is fully committed to delivering exceptional experiences for customers and who embodies the Group's values. Someone who can cut through the noise and bring their team along with them. If this sounds like you, we want to hear from you!

As a Manager in the BCB Financial Wellbeing Customer Journey team, you'll play a critical role in shaping the future of our customer journeys. This role will challenge and grow you in a passionate, fun and human environment where you can be yourself and do meaningful work.

Key Responsibilities:

• Lead a team: Guide a small team of colleagues to deliver impactful customer journeys that enhance the financial wellbeing of small British businesses.

• Strategy development: Develop and implement strategies to improve financial wellbeing for our customers.

• Problem-solving and analysis: Utilise problem solving and strategic analysis skills to identify and address customer needs effectively.

• Effective communication: Deliver compelling presentations and communicate clearly with stakeholders at all levels.

• Cross-functional collaboration: Influence and collaborate with cross functional teams to drive initiatives forward.

• Task and project prioritisation: Prioritise tasks and projects to ensure timely and successful delivery of objectives.

• Strategic thinking: Always consider the 'why' and the 'so what' of tasks, using this perspective to drive constructive challenge and prioritisation within the team.

Why Lloyds Banking Group

Join us and, as well as making a difference to customers, you'll enjoy a fulfilling career where you're free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities - you'll find them all here.

What You'll Need:

• Proven experience: Demonstrable success in a customer journey or customer experience role for customers in financial difficulties in a financial institution.

• Problem-solving and strategic analysis: Proven ability to resolve complex issues through strategic analysis, utilising critical thinking to identify root causes and develop effective solutions that enhance customer engagement.

• Presentation and communication: Excellent skills in delivering presentations and communicating effectively, with a track record of presenting at executive level and achieving consensus for strategic projects.

• Leadership and collaboration: Ability to lead a team while fostering a collaborative environment, evidenced by successful team management and development, resulting in high team performance and engagement scores.

• Influence and relationship building: Proven ability to influence and build relationships with stakeholders across various levels, demonstrated by leading cross-functional teams to achieve project goals.

• Prioritisation and project management: Effective prioritisation and project management skills, with experience in managing multiple projects simultaneously and delivering them on time and within budget.

• Team oriented attitude: Strong belief in 'we' over 'I', with a history of working collaboratively to achieve common goals and continuously learning from team members.

About working for us:

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 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.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days' holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

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

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.