Customer Experience Data and Insight Manager

About the Role 

We have a fantastic opportunity for a motivated Data & Insight professional to provide services to IP&I’s Customer Experience and Customer Value Management teams, working in close collaboration with the onshore UK teams. 

The IP&I Customer Experience Team is responsible for understanding, amplifying and acting on the Voice of the Customer.  Customer feedback comes in many different forms from complaints, Trustpilot reviews, Consumer Duty outcomes and our customer feedback surveys.  This role will provide support through managing our customer feedback data insight stack, supporting the development of new tools and techniques to provide insight and analytics. The key purpose is: 

• Lead delivery of customer experience insights.  You’ll lead the delivery of customer experience insights, to inform prioritisation and enable IP&I stakeholders to make informed decisions.   

• Manage Delivery of the Customer Experience insight programme: ensure our internal customer surveying programme runs smoothly.  This responsibility is end to end including data ownership, risk and control and effective self-serve insights 

• Support Customer Lifecycle Management; supporting the delivery of effective customer journey measurement across IP&I working with the platforms to ensure the identification of key indicators to monitor the customer experience. 

• Support the wider Customer Value Management team: You’ll provide data, insight and analysis leadership into the wider CVM team on strategic projects across IP&I and the wider Group.  These projects will vary in scale and complexity over time. 

Key Responsibilities 

Support the delivery and maintenance of key insight tools, including: 

• Manage delivery of the internal customer feedback programme – Across all our customer journeys we regularly survey customers to get feedback on our customer journeys.  You’ll oversee the execution of the surveys in line with agreed processes, maintain our self-service analytics tools to allow platforms to access customer insight and provide insight to senior leaders in IP&I articulating common themes that should be prioritised to improve experience 

• Maintain insight self-service tools: In addition to running the customer feedback tools, you’ll be responsible for ensuring that our ‘insight stack’ runs effectively.  This means bringing and maintaining a collection of insight portals/BI dashboards together to ensure there is a single view of insight and action, often referred to as a ‘Golden Thread’ of insight. 

• Trustpilot insight: You’ll have a key role to play in working with the Trustpilot analytics system, to provide a simple view of performance, insight and performance storytelling.   

• Help transform how we think about customer insight: We are at the early stages of a journey of transforming how we think about customer insight.  We want to focus on ensuring we have the right insight at the right time in the customer journey.  You’ll contribute to the development of a data led solution to measure what customers Experience (what they say) Behaviour (what they do) and Value (What they achieve).  This will include the development of AI tools which will provide a voice of the customer in every decision we make. 

• Translate analysis into clear, practical recommendations for our platform teams, including identifying opportunities related to improve the experience and outcomes of customers across IP&I 

• Strategic Projects: You’ll sometimes be asked to provide support to strategic projects in IP&I, to ensure that we deliver good outcomes for customers.  This would include providing data led insights to ensure effective onshore decision making and supporting the wider team with broader project management work. 

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, in the office. Although the role will generally work to IST, the nature of the services provided to IP&I means that the successful candidate may be required to work outside of IST on occasion.  

What We’re Looking For 

• You’ll be curious!  The most important word you’ll use will be ‘why?’  It’s important to have a curious growth driven mindset to be successful. 

• This role involves working with lots of different teams – you’ll be a great communicator, able to distil multiple data sources into simple concepts that inspire action.  We’ll need you to manage stakeholders in different teams. 

• You’ll need need data and analytical skills.  You’ll be expected to be able to use existing insight portals, visualisation tools e.g. PowerBI and manage data from day one.  As we transform our insight and measurement capability we’ll need you to build a capability that allows us to understand the interaction between customer feedback, what actions they take and the link to journey improvements.  You’ll develop AI solutions to make in easy for all colleagues in IP&I to understand and act on the Voice of the Customer. 

• Most of all, you’ll be customer obsessed. You’ll personify the culture we want to build, relentlessly focused on amplifying the Voice of the Customer and delivering it in a way that allows effective decisions to be made.   

Desirable Attributes 

• It’s important you are future focused: customer behaviour and feedback is already changing as AI usage from customers accelerates. You’ll know how customers will use AI to purchase and how this affects customer feedback. 

• Being able to link customer experience and outcomes to commercial performance will be important; we need to better understand the link between great customer journeys and good commercial outcomes.  Supporting senior leaders define how we use great journeys to drive growth and realise value will be essential as we develop the team. 

• Customer Experience is a team sport – you’ll have experience of working in cross functional teams and be energised by making the team a great place to work 

• You’ll have experience of working both with data scientists/engineers and product owners – you’ll know how to be a bridge between those teams and get things done. 

• Understanding customers and our role in UK society will be essential.  Linking customer feedback to our purpose and how we can be more effective will be important especially for customers in a vulnerable circumstance. 

About working for Lloyds Technology Centre  

• Our new technology centre in Hyderabad will be home to highly skilled technology and data specialists who will be driving our transformation and delivering great outcomes for Lloyds Banking Group’s customers. Our office is situated in a sought-after location that features easy transport links and excellent facilities, all aimed at enabling you to achieve a great work-life balance. 

• Working with us means being part of our aspirational and transformative journey of redefining the fintech landscape, while building an organisation that welcomes all. We’re committed to providing an exceptional employee experience through our policies, practices, and development opportunities to support you in achieving your potential. 

• This is a once in a career opportunity to shape your future and help us make our mark in India.  Are you ready to help shape your future, as well as ours? Join us and grow with purpose. We’d love to hear from you. 

*Lloyds Technology Centre does not offer financial services in India